1440 Multiversity
  • Rooms
  • Scotts Valley, CA, USA
  • 23.00
  • Hourly
  • Full Time

Medical, Dental, Vision, ADD Life Insurance


Reports to: Operations Manager- Rooms

Department: Guest Experience

FLSA: Non-Exempt

Position Summary

The 1440 Ambassador staff position is a unique, multi-skilled and service-oriented role that specializes in delivering exemplary guest service - in person, via phone, live chat, email and all other methods of communication and interaction. This position is a critical representative of 1440 Multiversity and embodies the organizational mission, vision, values, and people culture. As a 1440 Ambassador you will anticipate the needs of all guests in a genuine way while providing welcoming, effective, and efficient service that exceeds the guest's expectations. Your personalized service and attention to detail will resonate with each guest and be delivered with grace in a warm yet refined professional manner. 1440 Ambassador's use a like-hearted approach and caring spirit to ensure the well-being of others and give back to community. The ideal candidate will display an empowered approach to service and deep hospitality gaining delight from the ability to surprise and delight others through a deep passion for authentic relationship building with guests and throughout the organization.

Accountabilities

· Always deliver an exceptional "deep hospitality" guest experience

· Consistently enliven the three stages of authentic service in all interactions with others

· Anticipate the arrival of guests and genuinely welcome them upon arrival and throughout their stay

· Be a 1440 expert and lead energizing and knowledgeable guest orientation tours of campus

· Escort, guide, accompany, and transport guests to desired locations throughout campus

· Discover and create unique ways to deliver memorable experiences for all campus guests

· Monitor guests' activities be available to fulfill all requests in a timely manner

· Ensure guests depart campus fulfilled and energized - express gratitude and a fond farewell

· Willingness to learn and support shifts in operating departments by completing cross-training

· Extensive knowledge and interest in 1440's history, mission, vision, architecture, and work culture

· Always present oneself in a professional manner with respect for proper grooming and etiquette

· Be empowered to make decisions efficiently and effectively - especially related to guest needs

· Collaborate with others to resolve major guest concerns and follow-up with guest to ensure resolution

· Ability to establish excellent working relationships with others

· Conduct work in a safe, clean, and calm environment that supports an exceptional guest experience

· Convey a welcoming and confident presence in each guest interaction

· Follow established procedures and help improve future implementation by identifying best practices

· Proactively engage in pre-arrival guest communication (all forms) to build anticipation and excitement of their upcoming visit to campus

· Ensure all guest and work areas are maintained, clean, and organized

· Collaborate with colleagues to meet and continually improve established goals and service standards

· Maintain knowledge of daily menus, retail items and other products that appeal to guests

· Assist in fulfilling guest service requests, F&B orders, guest deliveries and maintaining inventories

· Conscientiously maintain and follow established health, safety, sanitation, and emergency procedures

· Assist in proactively maintaining proper supply inventories in a clean and organized manner

· Evaluate and maintain par levels and make recommendations for additional supplies and equipment that would be beneficial to enhancing the overall guest experience

· Respond to all guest requests in a timely manner and record all preferences campus CRM

· Follow established protocol for recording and communicating all defects and guest glitches

· Proactively organize, schedule, and fulfill all guest recognition needs prior to and upon arrival

· Ensure all VIP rooms meet all condition requirements including the placement of all amenities

· Utilize operating and training manuals to foster professional development and cross-training

· Attend daily departmental stand-up and other meetings as appropriate

· All other duties and projects as assigned by leadership

Essential skills and experience

· Excellent communication skills with an emphasis on active listening

· Solid ability to learn and use new computer programs

· Must be effective at listening to, understanding, and clarifying the concerns and issues raised by guests and colleagues.

· Must be able to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, and collaboratively

· The ability to respond properly in health, safety, and emergency situations

· The ability to perform other tasks or projects as assigned by hotel management and staff

· Ability to problem solve and collaborate with others to find sustainable solutions

· Must follow health, safety, and emergency protocols

· Attention to detail and ability to handle multiple tasks

· Willingness to take on responsibility within the framework of a team

· Ability to work a flexible schedule that includes nights, weekends, and holidays

· A passion for 1440 Multiversity's mission and values, as well as a strong desire for creating a welcoming guest experience

· Previous work experience in hospitality preferred

· Bilingual in Spanish a plus, but not required

· Ability to quickly learn about products, policies and procedures and adapt to new information

· Ability to create and maintain positive long-lasting relationships

· Be able to organize and manage multiple priorities in a fast-paced environment

· Must be able to follow responsible fiduciary and payment processing policies and procedures

· Possess strong communication and action-oriented skills

AAP/EEO Statement

1440 Multiversity provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, 1440 Multiversity complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation. and training.

1440 Multiversity expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of 1440 Multiversity's employees to perform their job duties may result in discipline up to and including discharge.

1440 Multiversity
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