Guest Experience Ambassador

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.

Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.

A Guest Experience Ambassador is responsible for delivering exceptional guest service while supporting the operational functions of the Front Office. This role combines traditional front desk responsibilities with room inventory management and arrival planning to ensure an efficient operation and seamless guest experience. Associates are expected to provide personalized service, manage room assignments, coordinate with operational departments, and maintain brand standards throughout the guest journey.

Guest Service

• Welcome guests in a friendly, professional, and courteous manner.
• Complete guest check-ins and check-outs accurately and efficiently.
• Respond promptly and professionally to guest requests, concerns, and service recovery opportunities.
• Promote Marriott Bonvoy enrollment and hotel upsell opportunities.
• Maintain a positive and engaging guest experience throughout each interaction.

Rooms Control & Inventory Management

• Review daily arrivals, departures, and in-house occupancy to ensure room readiness.
• Assign and coordinate guest room inventory based on operational priorities and guest preferences.
• Block rooms for VIPs, Elite Members, groups, crew accounts, and special requests.
• Monitor room status and collaborate with Housekeeping and Engineering to expedite room availability.
• Identify inventory challenges and communicate solutions to leadership.

Operational Coordination

• Maintain effective communication with Housekeeping, Engineering, Sales, and other departments.
• Review and act upon operational reports and guest requests.
• Document guest interactions, room moves, maintenance concerns, and service recovery efforts accurately.
• Assist with balancing occupancy, room availability, and special accommodations.
• Support Front Office operational initiatives and projects as assigned.

Systems & Technology

• Maintain proficiency in:
  • Opera PMS
  • Marriott GXP
  • Nor1
  • Inn Spire
  • Microsoft Office Applications
• Ensure guest and reservation information is maintained accurately within all applicable systems.

Financial & Revenue Responsibilities

• Support hotel revenue goals through room upgrades and upselling opportunities.
• Process payments, billing adjustments, and cash handling transactions in accordance with company standards.
• Maintain accuracy in guest folios and financial transactions.

Team Responsibilities

• Participate in departmental training and cross-training initiatives.
• Support fellow team members and foster a collaborative work environment.
• Attend required meetings and training sessions.
• Maintain company appearance and uniform standards.

Education & Experience:

• High School Diploma or GED required.
• One (1) year of hospitality, customer service, or related experience preferred.
• Previous hotel front desk, reservations, or rooms control experience preferred.
• Experience working with Marriott systems and brand standards is a plus.

Physical requirements:

• Ability to stand and walk for extended periods during scheduled shifts.
• Ability to lift and carry up to 25 pounds occasionally.
• Ability to bend, reach, kneel, and perform repetitive motions.
• Ability to operate a computer, telephone, and standard office equipment.
• Ability to work in a fast-paced environment while maintaining attention to detail.

• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Ability to multitask and prioritize effectively.
• Demonstrated commitment to guest service excellence.
• Ability to work flexible schedules,…