Overnight Guest Service Ambassador

We enable every associate to create remarkable moments for each guest. The foundation of our unique service model includes thoughtfulness, sincerity, intuitiveness, knowledge, and above all, graciousness. Our proven approach increases efficiency and dramatically improves our guest’s experience. We meticulously train staff at every level in the art of anticipatory service—we encourage genuine, unscripted interactions with guests and an acute sense of ownership in the success of the company.

At Aparium, we are always in search of individuals with hospitality in their DNA.

We then train our team to be anticipatory, thorough, and thoughtful and have input in their role and the hotel as a whole.

The result: Aparium has crafted something rare and quite special, a place where associates are deeply involved in their work.

Our belief in the power of people, place and character extends to everything we do and we invite those with the following characteristics in our journey to build the best independent hotel company in the world.

BE PASSIONATE

Passion is what drives individuals to invest their time, energy, and dedication wholeheartedly and it fuels a relentless pursuit of excellence, pushing one to continuously learn, grow, and overcome challenges.

BE PROUD OF YOUR CITY

To have pride in one’s city is to hold a deep sense of attachment, loyalty, and admiration for the place you call home.

CELEBRATE UNIQUENESS

We recognize that every individual possesses their own distinct set of talents, perspectives, and experiences, which contribute to the rich tapestry of humanity, and of our team.

We encourage every Aparium Associate to work with an entrepreneurial spirit, actively engaging in their discipline to identify ways to help us move forward and deliver experiences that matter.

DIVERSITY
Diversity is an appreciation and respect for what makes an individual unique in terms of age, gender, ethnicity, religion, disability, sexual orientation, education and national origin. We see each employee as unique as each of our hotels with differing roots, history, perspectives and talent. All deserve to be part of an organization in which our differences matter and are valued.

EQUITY
Equity is in our practices and processes to ensure that every person has the same opportunities. It provides people who have marginalized identities to contribute and develop to their own potential. Equity promotes impartiality and fairness within our company procedures, processes and decision making to eliminate practices that may create disparities within our company.

INCLUSION
Inclusion is our ability to ensure people of all backgrounds feel welcomed, are treated equally and are respected. We were founded on purposeful collaboration, encouraging everyone to share their experiences and at times, differing perspectives. Our foundational practice of Inclusion creates a sense of belonging for all associates and stakeholders alike.

Location: Atlanta, GA

Job Id: 166

# of Openings: 0

OVERNIGHT GUEST SERVICE AMBASSADOR

Reports to Guest Service Manager, position is non-exempt.

THE ROLE

The Ambassador role is not a front desk receptionist hiding behind a desk, generating paperwork, and swiping credit cards. At Hotel Granada, 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 Hotel Granada 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

WHAT YOU WILL NEED

• Passion for the people, place, and character of our community
• Availability to work primarily overnight shifts (11 pm-7 am , that may include weekends and holidays, and even some mid-shifts
• Valid driver’s license and successful completion of Motor Vehicle Report required to assist in parking guest vehicles
• Minimum of two (2) years of experience in guest/customer service in hospitality or luxury goods/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.

WHO WE ARE

Hotels done differently. At Aparium, we believe in the power of People, Place and Character. We ensure our hotels are a place where individuals are valued and celebrated, elevating our associates’ pride in who they are, where they live and who we serve. Our hotel is a tribute to the neighborhoods and the people of the communities where we operate.

With a fascinating history dating back to 1923, Hotel Granada has witnessed Atlanta's rise as a dazzling southern destination. At the heart of the 120-room hotel lies a lively and quaint courtyard, serving as an all-day dining and drinking destination for museum goers, locals, and hotel guests alike. Descend downstairs to discover an elevated and enchanting cocktail bar, where a carefully crafted drinks program promises a taste of perfection, positioning it to quickly become one of Atlanta's most sought-after spots. Hotel Granada invites guests to embark on a timeless escape, where the allure of the past meets the comforts of modernity. Whether you seek solace in history, appreciate exquisite design, or simply yearn for a delightful experience, Hotel Granada promises an unforgettable journey where the past and present unite.

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.

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.