Guest Services Ambassador

Aparium Hotel Group

United States, Iowa, Des Moines

Jul 10, 2025

Position:
Guest Services Ambassador

Location:

Des Moines, IA

Job Id:
334

# of Openings:
0

GUEST SERVICES AMBASSADOR

Reports to: Guest Services Manager, position is non-exempt

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.

Working with Marriott's Autograph Collection, Aparium is helping bring an authentic experience to the heart of Des Moines. Located in the Historic Hippee building, Surety celebrates the history of Des Moines while building the future of the City of Certainties. In banking, a surety bond is a guarantee- a promise that someone has your back so that you can make good on a loan. At Surety Hotel, Autograph Collection we make a promise as well; unmatched service, incredible design, a superior level of hospitality and a one-of-a-kind Iowa experience for all.

The hotel is managed by Aparium Hotel Group. Founded in 2011, Aparium is driven by the belief that all hospitality experiences should be fueled by the poetics of their surroundings and was born with an intense focus on unearthing the amazing moments unique to every city. Since its founding, Aparium has grown into a new kind of hotel brand, one that ventures off the beaten path, both geographically and philosophically. Recognized by Travel + Leisure World's Best Awards as a leading hotel brand, Aparium is 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.

WHO YOU ARE

You are a 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 blase 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.

THE ROLE

The Ambassador role is not a front desk receptionist hiding behind a desk, generating paperwork, and swiping credit cards. At Surety Hotel, Autograph Collection, 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 Surety Hotel, Autograph Collection a personal, one-of-a-kind experience.

WHAT YOU WILL DO

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.
The list of responsibilities above is just the beginning of the adventure. Be prepared for more exciting challenges! You might be called on to tackle extra duties or tasks not listed here, all to meet the ever-changing needs of the organization.
Aparium Hotel Group does not discriminate based on disability, veteran status or on any other basis protected under federal, state or local laws. The hotel and company are a smoke-free, drug-free facility, and equal opportunity employer.

WHAT YOU WILL NEED

Passion for the people, place, and culture of our community
Minimum of two (2) years of experience in guest/customer service for luxury goods or 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.
Ability to work vary shifts, that may include days, nights, weekends and holidays

As an Equal Opportunity Employer, Aparium Hospitality Services celebrates diversity and is committed to creating an equitable and inclusive environment, and sense of belonging for all employees. We do not discriminate and believe every individual should be proud of who they are, where they come from and take pride in who we serve. Aparium is an E-Verify employer.

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