Overnight Guest Services Ambassador/Night Auditor
About The Position
The Overnight Guest Services Ambassador owns the guest experience at Hotel Haya, delivering personalized, attentive hospitality from reservation details and arrival through the guest’s stay and departure. The Ambassador serves as a knowledgeable host for the hotel and surrounding community, responds to guest needs across communication channels, and helps create memorable experiences through thoughtful recognition and attention to detail. The role may include acting as a bellman, valet, or greeter as needed. The position is non-exempt and reports to the Guest Services Manager. Work is primarily overnight, generally from 11 p.m. to 7 a.m., with possible weekend, holiday, and mid-shift work. Hotel Haya is located in historic Ybor and has 178 guest rooms, more than 7,000 square feet of banquet space, a restaurant, café, and courtyard with a pool. It is managed by Aparium Hotel Group, which describes its approach as combining the business acumen of large hospitality companies with the charm of boutique hotels. Aparium emphasizes People, Place, and Character, and says it values and celebrates individuals and communities.
Requirements
- At least two years of guest or customer service experience in hospitality or luxury goods/services, or a comparable combination of education and experience.
- Availability to work primarily overnight shifts, generally 11 p.m. to 7 a.m.; shifts may include weekends, holidays, and some mid-shifts.
- Valid driver’s license and successful completion of a Motor Vehicle Report.
- Professional proficiency in English reading, writing, and verbal communication.
- Intermediate Microsoft Excel and Word skills, including creating spreadsheets or proposals.
- Ability to lift up to 25 pounds when handling guest luggage.
- Ability to push a bell cart with guest luggage weighing up to 100 pounds.
- Passion for the people, place, and character of the community.
Responsibilities
- Deliver guest interactions with genuine care, hospitality, and professionalism.
- Own the guest experience from reservation details through arrival, local recommendations, the stay, and departure; check satisfaction and adjust service as needed.
- Accommodate special requests when possible and use sound judgment to benefit the guest.
- Guide guests through hotel experiences and personalize service based on their preferences.
- Use hotel systems to enter, update, and apply accurate guest information across communication channels from pre-arrival to post-departure.
- Track guest details and requests to ensure follow-through and avoid overlooking aspects of the experience.
- Prioritize guest satisfaction and adapt to the situation, taking on bellman, valet, or greeter duties as needed.
- Maintain professionalism, discretion, and a calm, engaging presence in guest interactions.
- Apply knowledge of service standards and procedures to resolve guest concerns independently and recommend service improvements to the Guest Service Manager.
- Collaborate with coworkers and other departments to meet guest needs, respond to feedback, and help mend working relationships when disagreements arise.
- Go beyond role expectations to assist guests and coworkers, cross-train in other departments, or fulfill reasonable manager requests.
- Assist with parking guest vehicles.
Benefits
- Paid time off, including vacation, sick time, and a floating holiday.
- Paid time off to volunteer in the community.
- Free parking in Ybor.
- Free shift meal prepared by in-house culinary staff.
- Up to 50% off food when dining at the restaurant as a guest.
- Discounted room rates for out-of-town guests.
- Medical benefit premiums starting at $66 bi-weekly.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
