Ambassador Supervisor

Become a part of a contemporary culture that celebrates individuality, creativity, and teamwork! We are redefining the essence of hospitality and are looking for energetic, down-to-earth team players who thrive by making genuine connections, crafting experiences, and fostering good vibes.

Designed by award-winning studio Post Company, MOLLIE's interiors are subtly inspired by the Aspen tradition of being firmly grounded while gazing abroad - a seamless blend of understated luxury and residential comfort. The property holds a quiet confidence and commitment to a reduction of excess with interiors that thoughtfully utilize native materials from Aspen and the wider Western region, accentuated with natural woods, earthen ceramics, and hand-dyed textiles. MOLLIE’s lobby fosters an inviting atmosphere for visitors and locals alike, where the eclectic mix of differing personas is celebrated and upheld.

 

Job Description: 

Our team is looking for an organized and innovative individual to become our Ambassador Supervisor. This role requires a friendly and approachable personality, as well as excellent communication skills. You should be able to multi-task, oversee front desk staff when the Front Office Manager is not present, and work well under pressure while always maintaining a professional demeanor. Above all, you must have a strong customer service mindset, leadership skills, and go the extra mile to ensure guest satisfaction.

Location: Aspen, CO 

Start Date: ASAP

Employment Type: Full Time, Non-Exempt 

Schedule: Varies

Category: Front Office

Pay Rate: $27.00/hour

Job Responsibilities: 

• Greet guests upon arrival. Manage and verify reservations and ensure a smooth check-in process. During checkout, answer billing questions, process payments, and ensure that accounts are settled accurately by all Ambassador Agents on shift each day.

• Provide guests with information on local attractions, dining, entertainment, and transport services. Reservations for theater tickets, restaurants, and other requests can be made to enhance the guest's stay.

• Respond to escalated guest complaints, concerns, and requests quickly and effectively. Try to resolve any issues in a way that is satisfactory to the guest while still maintaining hotel policies and standards.

• Answer incoming calls and emails professionally and courteously. Give guests accurate information or direct them to appropriate departments for assistance.

• Work with the housekeeping, maintenance, food & beverage, and reservations departments to provide a seamless experience for guests. Communication of special requests and preferences for rooms to the relevant teams.

• Align communication among all team members to ensure a seamless guest experience. 

• Auditing hotel pms and concierge inbox to ensure Ambassador’s daily checklists are complete.



• Proactively respond to and resolve guest complaints and act as an escalation point for the front office team when handling guest issues.



• Identify and resolve any problems in advance of a guest stay on reservations, dining reservations, transportation, special requests, etc.

• Promote hotel amenities, services, and special packages to guests during their stay. Encourage upselling opportunities to enhance their experience.

• Familiarize your guests with hotel facilities, policies, and services during check-in. Offer a personal farewell and an invitation to return during check-out.

• Work closely with management regarding any guest issues, employee issues, or anything a manager should know while not present at the desk.

• Assist with front office administrative tasks, software, and systems as needed or any special projects assigned by Front Office Management.

Knowledge, Skills, and Abilities: 

• Excellent guest service and problem-resolution skills.

• Ability to handle multiple tasks and work under pressure.

• Ability to work flexible schedules, including weekends, evenings, and holidays.

• Strong leadership and interpersonal skills.

Education and Experience:

• High school diploma or equivalent 

• 2+ years of work experience in hospitality 

• Microsoft suite competency preferred.

Benefits:

• Annual and Seasonal Bonus Opportunities

• Medical/Dental/Vision

• Employee Assistance Program

• Hotel Discounts

• Tuition Assistance

• IRA Retirement Plan

• Paid Vacation, Sick and Volunteer Days

• Employee Incentive Programs

• Paid Bus Passes

• Ski Pass

 

HayMax Hotels is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

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