Lead Ambassador - Hotel Cleveland, Autograph Collection

Hotel Lead Ambassador — Job Description

A Hotel Lead Ambassador is the primary front‑of‑house brand representative, delivering exceptional guest experiences, aligning with the hotel’s image and values, and supporting operational and marketing objectives.

Core Responsibilities

Brand Representation & Guest Experience

• Serve as the first point of contact for guests entering the hotel or amenity spaces, greeting them warmly, assisting with luggage, and providing directions and local recommendations
• Embody the hotel’s brand image, values, and messaging in all interactions, ensuring a consistent and memorable experience
• Act as a brand advocate, promoting the hotel’s exclusivity, service standards, and unique offerings

Operational & Hospitality Duties

• Support guest check‑in/out, process payments, and manage reservations as required
• Oversee lobby and amenity space cleanliness and presentation, including front desk, seating areas, and restrooms
• Engage guests through hospitality programming, event support, and activation of lobby services (e.g., restaurant, bar, lounge)
• Handle guest inquiries, complaints, and ensure prompt resolution to satisfaction

Event & Marketing Support

• Plan and execute promotional events, product launches, and VIP experiences in alignment with hotel marketing goals
• Attend and represent the brand at hotel events, conferences, and community activities 

Market & Guest Insights

• Gather guest feedback and monitor trends to inform service improvements 

Key Skills & Qualifications

• Hospitality experience in front‑of‑house, concierge, or guest service roles
• Exceptional communication and interpersonal skills with a welcoming, professional demeanor 
• Ability to work flexible hours, including evenings, weekends, and holidays
• Strong brand awareness and alignment with luxury or high‑end service standards