Overnight Guest Services Ambassador/Night Auditor - Full-Time

Aparium Hotel Group•Tampa, FL

57d•Onsite

About The Position

Position Profile: OVERNIGHT GUEST SERVICES AMBASSADOR (Night Auditor) Reports to: GUEST SERVICES MANAGER, position is non-exempt WHAT YOU WILL GET Work with an amazing team who is passionate about hospitality, celebrating diversity and embracing individuality! Paid time off including vacation, sick and a floating holiday to use when you choose Paid time off to volunteer in your community Free parking in Ybor!!! Free shift-meal prepared by our in-house culinary experts Up to 50% off food when you dine at the restaurant as a guest Greatly discounted room rates for your out-of-town guests Medical benefit premiums begin at a bi-weekly cost of $66 Interested? Please read on... WHAT YOU WILL NEED Passion for the people, place, and character of our community Availability to work primarily overnight shifts (11 pm-7 am), that may include weekends and holidays, and even some mid-shifts Valid driver's license and successful completion of Motor Vehicle Report required to assist in parking guest vehicles Minimum of two (2) years of experience in guest/customer service in hospitality or luxury goods/services; or comparable combination of education and experience Professional proficiency of the English language in reading, writing and verbal communication Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals Ability to lift up to 25 lbs. for handling guest luggage Ability to push a bell cart with guest luggage that may contain up to 100 lbs. WHO YOU ARE You are a night-owl, feeling most alive while most everyone else is fast asleep. You have a passion for hospitality, while enjoying the unique character of our overnight guests. You are perfectionist by nature and know that anything worth doing is worth doing well. You are someone who doesn't settle for ordinary, and have an aversion to blasé service, knowing that effort and spontaneity are the alchemy for the extraordinary. You are genuine, yet polished, and aren't afraid to venture outside of the norm and do things differently. You obsess over the details (the Science) and presentation (the Art), striving to create an experience that surprises and inspires. You relish the opportunity to be part of the distinctive soul of a unique hotel, where your creativity and passion are appreciated, supported, and expected. WHO WE ARE Hotels done differently. It's not just a slogan or catchphrase, it is who we are in everything we do. We believe in the power of People, Place and Character; ensuring our properties are a place where individuals are valued and celebrated as a tribute to the neighborhoods and the people of the communities in which we operate; elevating our associates' pride in who they are, where they live and who we serve. Located in the heart of historic Ybor, a trolley ride away from downtown Tampa, Hotel Haya is a hub of activity. Blending Cuban, Italian, and Spanish influences, the property features 178 guest rooms, over 7000 square feet of banquet space, a world-class restaurant, airy café, and lush courtyard with a pool. Hotel Haya is managed by Aparium Hotel Group which was founded in 2011. Since its founding, Aparium has grown into a new kind of hotel brand, one that ventures off the beaten path, both geographically and philosophically. It is a sophisticated hotel brand known for its singular ability to combine the business acumen of large hospitality companies with the charm of boutique hotels, bringing the disparate forces together in bustling, smaller markets. THE ROLE The Ambassador role is not a front desk receptionist hiding behind a desk, generating paperwork, and swiping credit cards. At Hotel Haya, the Ambassador owns the guest experience, ensuring that no need goes unmet and no opportunity to make a guest's visit special is missed. The ambassadors are exquisite hosts, just as comfortable arranging the details of a surprise proposal, as they are giving a hotel tour to a curious neighbor or maneuvering a bell cart. The Ambassador knows the ins and outs of both the hotel and the surrounding community, and with a gracious demeanor and warm presence makes every guest entering the lobby feel at ease, knowing that they have selected the right place. This position turns details and tidbits about guests into recognition and actions that make a stay at Hotel Haya a personal, one-of-a-kind experience.

Requirements

Passion for the people, place, and character of our community
Availability to work primarily overnight shifts (11 pm-7 am), that may include weekends and holidays, and even some mid-shifts
Valid driver's license and successful completion of Motor Vehicle Report required to assist in parking guest vehicles
Minimum of two (2) years of experience in guest/customer service in hospitality or luxury goods/services; or comparable combination of education and experience
Professional proficiency of the English language in reading, writing and verbal communication
Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals
Ability to lift up to 25 lbs. for handling guest luggage
Ability to push a bell cart with guest luggage that may contain up to 100 lbs.

Responsibilities

Demonstrate passion and genuine care for all aspects of a guest's experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest
Own all aspects of a guest's experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of local experiences, and a seamless departure, ascertaining satisfaction throughout and adjusting as necessary
Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment
Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest's likes or dislikes enabling you to add a personalized touch that creates a special memory
Demonstrate mastery of the hotel's systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre-arrival to post-departure
You are fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience
Always prioritize the guest's satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment. You adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands
Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence
Demonstrate expert knowledge of the position's service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Guest Service Manager to improve upon the services offered to our guests
Collaborate effectively with co-workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback
Seize any opportunity to go beyond the expectations of the position to assist with a guest's needs, help a co-worker, cross-train in another department, or fulfill a reasonable request by a manager

Benefits

Paid time off including vacation, sick and a floating holiday to use when you choose
Paid time off to volunteer in your community
Free parking in Ybor!!!
Free shift-meal prepared by our in-house culinary experts
Up to 50% off food when you dine at the restaurant as a guest
Greatly discounted room rates for your out-of-town guests
Medical benefit premiums begin at a bi-weekly cost of $66

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