Guest Services Ambassador

Description Position Overview

We are seeking a warm, personable, and service-oriented Guest Services Ambassador who is passionate about delivering exceptional hospitality and creating memorable guest experiences. This role is responsible for welcoming guests, assisting with arrivals and departures, providing thoughtful recommendations, and anticipating guest needs throughout their stay.

The ideal candidate is curious about Denver, enjoys connecting with people, and thrives in a fast-paced environment. As part of the Rooms Division team, you will serve as an ambassador for Populus by creating meaningful guest interactions while supporting our commitment to thoughtful service, community, and sustainability.

• Deliver warm, engaging, and personalized service to every guest.
• Welcome guests upon arrival and assist with creating a smooth and memorable arrival experience.
• Assist guests with check-in, check-out, and other Front Office needs.
• Anticipate guest needs and proactively identify opportunities to enhance the guest experience.
• Provide thoughtful recommendations for dining, entertainment, transportation, and local experiences.
• Maintain comprehensive knowledge of hotel amenities, services, events, and offerings.
• Respond to guest questions and requests professionally and efficiently.
• Assist with service recovery and communicate guest concerns to leadership when appropriate.
• Build genuine connections with guests while creating a welcoming and inclusive environment.

• Assist with daily Front Desk operations, including arrivals, departures, room assignments, and guest requests.
• Accurately process reservations, payments, and guest information using the hotel property management system.
• Assist with room keys, luggage, guest deliveries, and other operational needs as assigned.
• Maintain an organized and welcoming Front Office environment.
• Communicate room status, guest requests, and operational needs with Housekeeping and other departments.
• Follow established procedures for cash handling, guest confidentiality, and hotel security.
• Assist with special occasions, VIP arrivals, amenities, and other guest requests.

• Develop and maintain strong knowledge of Denver restaurants, attractions, events, transportation, and neighborhood experiences.
• Provide personalized recommendations based on individual guest preferences and interests.
• Stay informed about current hotel programming, local events, and experiences that may enhance a guest's stay.
• Share the story, design, sustainability initiatives, and unique offerings of Populus with guests.
• Create opportunities for guests to connect with the local community and experience Denver authentically.

• Work collaboratively with Guest Services, Housekeeping, Engineering, Food & Beverage, Sales, and other hotel departments.
• Communicate guest preferences, requests, and important information effectively across departments.
• Support fellow team members during busy periods and contribute to a positive team culture.
• Participate in ongoing training and continuously develop hospitality, local, and operational knowledge.
• Perform other duties as assigned.

• Previous hotel, hospitality, customer service, or guest-facing experience preferred.
• Strong communication and interpersonal skills.
• Warm, welcoming, and professional demeanor.
• Genuine interest in connecting with people and creating memorable experiences.
• Strong knowledge of or interest in Denver and the surrounding area.
• Ability to multitask while maintaining attention to detail in a fast-paced environment.
• Experience with hotel property management systems or POS systems preferred.
• Professional appearance and positive attitude.
• Strong organizational skills and ability to work independently.
• Must be able to work mornings, evenings, weekends, and holidays.

• Stand and walk for extended periods.
• Frequently lift and carry up to 40 pounds.
• Reach, bend, stoop, and perform repetitive motions throughout the shift.
• Safely handle luggage, guest belongings, equipment, and other hotel materials.
• Work efficiently in a fast-paced, guest-facing environment.