Job Overview: Perform as the hotel ambassador to ensure the safety, security, and satisfaction of all
hotel guests.

Responsibilities and Duties:

* Work in unison with the security and guest services departments to ensure an exceptionally
seamless, safe, and memorable experience.
* Personally interact with guests in a positive and friendly way to anticipate and ascertain needs and
ensure guest satisfaction.
* Strives to improve service performance.
* Interacts in a positive manner with team members, promoting teamwork.
* Executes emergency procedures in accordance with hotel standards.
* Coordinate the search and resolution of all lost child situations.
* Greet and escort VIPs to guestrooms upon initial arrival to hotel and coordinate servicing of special
requests during their stay.
* Respond to requests by guests or departments for assistance in any guest-related problem.
* Follow up with guests who have required prior MOD assistance to ensure that their difficulties have
been completely resolved.
* Conduct regular monitoring rounds of guest areas, including recreational areas, food and beverage
outlets, and function spaces.
* Inspect hotel areas for safety, cleanliness, and overall condition.
* Ensure adherence to required department staffing levels.
* Personally assist or coordinate the resolution of deficiencies noted during rounds.
* Reviews staffing levels to ensure that guest service, operational needs and financial objectives are
met.
* Assist any department as needed based upon service demands.
* Prepare shift reports detailing activities completed and notify leadership as appropriate.
* Sends copy of MOD report to all departments daily.
* Coordinate the timely resolution of guest problems or complaints, providing complimentary
products or services or financial adjustments as appropriate.
* Personally communicate relocation requirement to any guest who needs to be walked due to a sold-out situation.
* Personally coordinates, with the assistance of Security department and local law enforcement
officials, any necessary eviction of a guest from hotel property.
* Assist in obtaining necessary payments from guests as necessary.
* Attending hotel staff meetings and completing assigned training programs.
* Complies with required safety regulations and procedures.
* Maintains cleanliness and excellent condition of equipment and work area.

* Complies with hotel standards, policies, and rules.
* Remains current with hotel information and changes.
* Complies with hotel uniform and grooming standards.
* Ensure a high level of product knowledge of the hotel, including, but not limited to, directions,
hours of outlet operation, hotel services, hotel events and local and community events and
attractions.
* Safely drive the airport shuttle as needed.
* Appropriately address team member concerns or issues.
* Perform other duties as assigned.

Specific Job Knowledge and Skills:

* Exceptionally strong technical and service skills
* Extensive knowledge of all hotel departments
* Excellent guest service skills
* Knowledge of all state innkeeper laws
* Multilingual preferred

Other Expectations:

* Regular attendance in conformance with the standards, which may be established from time to time,
is essential to the successful performance of this position.
* Due to the cyclical nature of the hospitality industry, associates may be required to work varying
schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.
* All team members must maintain a neat, clean and well-groomed appearance (specific standards
available).
* Team Members are always required to take on the responsibility and wear appropriate Personal
Protective Equipment (PPE) as determined by position and duties.
* Complies with health and safety rules, regulations and procedures to maintain a safe environment

Working Conditions:
Physical Demands:
The physical demands and work environment characteristics described here are representative of those
that must be met by a team member to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions.
Qualifications:
Education: Bachelor's degree in hospitality management or relevant experience.
Experience: Minimum two years of guest service management experience.
Other: Additional language ability preferred. Able to work a evening flexible schedule, including
weekends and holidays is required

We offer a comprehensive full-time benefits package consisting of medical, dental, vision, telemedicine, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accidental or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!