WSS - Guest Services Ambassador 2

Job Description:

The Guest Services Ambassador 2 is responsible for working front desk shifts, ensuring that the guest experience is excellent, that the front desk shift is administered to standard and assisting the General Manager and On Site Manger (OSM) with the efficient operation of the property while on duty.
This role will typically work four “B” shifts on the hotel’s front desk from Monday – Thursday and two On Call Overnight shifts on Monday and Tuesday nights. Additional shifts will be necessary as directed by the OSM.
The position is required to live in the hotel and to comply with the hotel’s fraternization policy. 

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. 

• Act according to procedure, in the event of an emergency or accident. 

• Accurately follow all policies and procedures. 

• 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 General Manager and OSM. 

• 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 as necessary and with assisting throughout the property as needed during a shift. 

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

On Call Overnight Shifts: 

• Responsible for working on-call overnight shifts as scheduled, typically Monday and Tuesday nights, and complying with the Operating model summary fully and perpetually. In particular: 

                             o During overnight shifts, will respond only to emergencies and calls forwarded from the Overnight Headquarters for resolution 

                             o Will clock in and out when fulfilling any and all duties of the shift 

                             o Will stay within 30 minutes of the hotel to be able to provide guest response as necessary 

                             o Will carry the hotel’s cell phone when on overnight on call shifts, whether in the hotel or out of the hotel, responding appropriately when overnight calls are forwarded for resolution. 

Additional Duties:

• Laundry Duties: sorting, washing, drying, and folding of company linen and terry as well as general cleaning/maintenance of the House and Commercial Laundry facilities.  

• Cross-train on the duties of all non-management staff members and performs those duties as needed or when requested by supervision. 

• All other duties as assigned by supervision. 

This job description is intended to describe the general nature and level of work being performed by people assigned to this role. It is not intended to be a comprehensive list of activities, duties, or responsibilities that are required of the employee. Additional duties and responsibilities may be required of the job holder based upon business needs and at the request of management. 
Sandpiper Property Management, LLC (SPM) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SPM complies with all applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, job transfer, leaves of absence, compensation, and training. 
SPM expressly prohibits any form of unlawful harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability to SPM’s employees to perform their expected job duties is absolutely not tolerated. 
Sandpiper Property Management, LLC and all affiliated organizations are Drug Free Workplaces