Guest Experience Ambassador - Floor Manager

Why us?

At The Ben, West Palm Beach, every corner tells a story, and every connection creates opportunity. Inspired by the legacy of Byrd “Birdie” Dewey and her iconic Ben Trovato estate, our Autograph Collection hotel blends modern luxury with creativity, sophistication, and a spirit of individuality that feels Exactly Like Nothing Else.

Perched along the Intracoastal Waterway in the heart of downtown West Palm Beach, The Ben is more than a destination—it is a place where exceptional hospitality, meaningful connections, and memorable experiences come together. From Proper Grit, our signature whisky and supper club-inspired restaurant, to Spruzzo, our rooftop Mediterranean lounge with sweeping waterfront views, every space reflects the unique character and energy of our hotel.

At The Ben, luxury is more than a standard—it is a mindset. It is reflected in how we present ourselves, communicate with one another, anticipate guest needs, and take pride in even the smallest details. We believe exceptional hospitality begins with our people, and every associate, regardless of their role, contributes to creating an environment where guests feel genuinely welcomed and cared for.

We are looking for individuals who bring passion, creativity, professionalism, and a genuine desire to make a difference. Here, you will be part of a team that values individuality, celebrates collaboration, encourages growth, and empowers you to bring their best selves to work every day.

At The Ben, you don't simply work in luxury—you become part of what makes it exceptional.

Job Overview

The Guest Experience Ambassador is a highly visible luxury hospitality professional dedicated to crafting seamless, personalized in-room experiences for guests throughout their stay.

Assigned to approximately 30 rooms daily, the Ambassador serves as the floor’s host, concierge, and service liaison, ensuring every moment—from arrival to departure—is executed with quiet precision and genuine warmth.

Working from 11:00 AM to 7:00 PM, this role requires exceptional awareness, emotional intelligence, and operational discipline. The Ambassador anticipates guest needs before they are expressed, coordinates services discreetly across departments, and ensures every detail of the guest environment reflects the highest standards of luxury hospitality.

This role embodies the art of anticipatory service—gracious, intuitive, and effortlessly refined.

Responsibilities

Key Responsibilities

Curated Arrival Experience

• Coordinate in real time with the Front Desk regarding room assignments, arrivals, and guest preferences.
• Ensure amenities are thoughtfully prepared and presented prior to guest arrival.
• Welcome guests upon arrival to the floor with warmth, confidence, and discretion.
• Escort guests when appropriate, introducing the room experience and confirming service preferences.
• Provide direct contact information to create ease, accessibility, and personalized service throughout the stay.

In-Room Experience Stewardship

• Conduct detailed inspections of all assigned stayover rooms with a focus on presentation, precision, and luxury-level standards.
• Monitor departures and coordinate closely with Housekeeping to support seamless room turnover.
• Review minibar consumption and ensure accurate communication with the appropriate departments.
• Maintain impeccable corridor presentation and ensure prompt tray removal and service follow-up.

Service Coordination & Guest Advocacy

• Serve as the communication hub between Front Desk, Housekeeping, Engineering, and In-Room Dining during peak operational hours.
• Anticipate service opportunities and resolve concerns before they impact the guest experience.
• Coordinate service delivery discreetly while maintaining the guest’s sense of ease and privacy.
• Utilize technology and internal systems to ensure seamless, efficient service coordination.

Candidate Profile

The ideal Guest Experience Ambassador brings presence, polish, and genuine care to every interaction.

You are someone who naturally reads a room, understands subtle cues, and takes pride in delivering hospitality that feels personal, refined, and effortless.

Preferred qualities include:

• Exceptional interpersonal presence and confidence in guest-facing environments

• Highly detail-oriented with strong operational discipline

• Calm and composed in high-occupancy, fast-paced settings

• Natural emotional intelligence and guest awareness

• Passion for anticipatory service and luxury hospitality standards

• Ability to communicate clearly and collaborate across departments

Luxury hotel, lifestyle property, or high-touch hospitality experience is strongly preferred.

Qualifications

Education/Formal Training

High school education or equivalent experience.

Experience

Experience required by position is from one to two years of employment in a related position with this company or other organization(s).

Knowledge/Skills

• Requires working knowledge of Housekeeping and the hotel's services, policies and operations. Working knowledge is generally learned on-the-job.
• Requires supervisory skills.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting up to 50 lbs. of linen, supplies, furniture. Pushing up to 50 lbs., pushing housekeeping cart and vacuum cleaner.
• Pulling up to 50 lbs., pulling housekeeping cart and vacuum cleaner.
• Carrying up to 35 lbs. of supplies.
• Ability to communicate information and hotel services to management and guests.
• Ability to inspect guest rooms, public areas, and back of house, and review reports.
• Ability to communicate with guests, on a telephone, and on a two-way radio with associates.
• Ability to interpret reports.
• Bending -picking up supplies, cleaning guests rooms, turndown service, trash removal.
• Occasional kneeling required.
• Mobility -continuous movement throughout hotel. Continuous standing -90% of shift. Climbing stairs, approximately 100 steps 3% of 8 hours. Ladders -approximately 3 feet, 2% of 8 hour shift.
• No driving required.

Environment

Prolonged strenuous physical activity in indoor climate-controlled environment. Excessive heat and humidity in laundry. Inside 95% of shift.

Benefits

• Medical, dental, and vision insurance

• Health savings and flexible spending accounts

• Basic Life and AD&D insurance

• Accrue paid time off

• Sick Time Off

• Community Service, and Holidays

• 401(k) program with employer matching

• Employee Assistance Program

• Tuition reimbursement

• Hotel, restaurant, and lifestyle discounts

• Employee referral bonus program (up to $500 per referral)