Guest Services Ambassador 3

The Guest Services Ambassador (GSA) acts as the “face” of the hotel and is the main point of contact for guests. They are responsible

for ensuring an excellent guest experience by conducting front desk operations in an efficient, accurate, and thorough manner. This

role works closely with their peers in other departments as well to help provide an excellent guest experience.

Guest Relations:

• Meet with and solicit comments from guests regularly to determine guest satisfaction with services and facilities.

• Take steps to ensure the greatest guest satisfaction possible within budgetary constraints.

• Respond to situations as they arise and manage guest conflict

Operations:

• Inspect studios and public spaces daily according to the Clean & Safe program brand standards.

• Ensure all team members are trained to act according to procedure, in the event of an emergency or accident.

• Ensure all policies and procedures are accurately followed at all times by all team members.

• Coordinate front desk operations such as check-ins, move-outs, renewals, reservations, property tours, and sales events.

• Responds to guest service calls.

• Document work activity using the appropriate log and according to policy and procedure

Sales & Revenue:

• Executes the lead management process and completes all sales and marketing objectives as established by the Property Manager.

• Review Studio Inventory daily to ensure maximization of studio revenue.

• Maintain effective sales of ancillary offerings to accommodate guests’ needs and maximize revenue.

Personnel:

• Assist with the training of all team members.

• Demonstrates to team members how to effectively follow the “Say Yes to a Simple Request” program.

Education:  High school diploma or equivalent, or General Education Degree (GED)

Experience:  1 or more years of experience in the hospitality, retail, or food service industries (preferred)

Knowledge:  Basic understanding of several common office/front desk procedures and practices

Skills:  Must be able to read, write, and speak English proficiently

 Intermediate computer operation including but not limited to accessing data from the internet

 Effective communication with staff and guests

 Effective conflict management

 Effective negotiation and sales skills

Abilities:  Read, comprehend, and follow written procedures

 Respond calmly in situations of conflict and stress

 Adapt to changes in daily work

 Problem solve in a timely manner

E.O.E. M/F/D/M/V Drug Free Workplace