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 in…