Description:
POSITION SUMMARY
The Hospitality Ambassador is responsible for supporting a safe, secure, welcoming, and professional environment for all Gravitas members, guests, employees, and property. This role combines discreet security awareness, member and guest check-in support, access control, and elevated hospitality to ensure that every interaction reflects the standards, tone, and professionalism of Gravitas. This position requires professionalism, sound judgment, discretion, and the ability to enforce rules and expectations in a calm, respectful, and consistent manner.
The Hospitality Ambassador should never create a 'bouncer' atmosphere. Instead, this role should feel polished, approachable, observant, and helpful while maintaining the safety and integrity of the property.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Welcome and check in members and their guests upon arrival in a warm, professional, and discreet manner.
- Verify member and guest access according to Gravitas standards, reservation details, event lists, or front desk direction.
- Assist with guest registration, arrival flow, and communication with the front desk, management, or event team as needed.
- Ensure members and guests are properly greeted, directed, and connected to the appropriate area of the property.
- Maintain awareness of approved guest lists, private event access, VIP arrivals, and special instructions provided by management.
- Support the front desk team during peak arrival periods, programming events, private events, and late-night operations.
- Balance access control with elevated hospitality so the check-in process feels welcoming, polished, and aligned with the Gravitas experience.
- Use tactful, friendly, and professional language when interacting with members, guests, employees, vendors, and visitors.
- Always maintain a calm and composed demeanor, especially during sensitive or high-pressure situations.
- Maintain a visible, professional, and reassuring presence throughout the property.
- Assist in providing a safe and secure environment for members, guests, employees, vendors, and visitors.
- Protect company property, member property, guest property, and employee property through awareness, observation, and proper reporting.
- Monitor entrances, exits, high-traffic areas, private spaces, and closing activity as directed by management.
- Identify and report suspicious, unsafe, or inappropriate behavior to management immediately.
- Ensure that management has the right information/support to properly handle member or guest concerns, disturbances, or policy violations with calm professionalism.
- Assist with emergency procedures, evacuations, medical incidents, fire alarms, or other safety-related situations.
- Complete incident reports accurately, objectively, and in a timely manner when required.
- Discreetly and consistently enforce Gravitas policies, house rules, and operational standards.
- Assist with access control by helping ensure only approved members, guests, employees, vendors, and authorized visitors enter designated areas.
- Address policy concerns respectfully and escalate to management when appropriate.
- Maintain confidentiality regarding members, guests, employees, incidents, and internal operations.
- Assist management and the front desk during end-of-night operations.
- Support the safe departure of members, guests, and employees.
- Monitor the property during closing procedures as directed by management.
- Walk key areas of the building as directed to ensure doors, access points, and sensitive areas are secure.
- Communicate unusual activity, safety concerns, maintenance concerns, or unresolved issues to management before leaving.
Requirements:
REQUIRED SKILLS AND QUALIFICATIONS
- Prior experience in hospitality, luxury service, private clubs, hotels, restaurants, security, or guest-facing operations preferred.
- Strong interpersonal and communication skills.
- Professional appearance and polished demeanor.
- Ability to remain calm, respectful, and composed under pressure.
- Strong judgment and ability to de-escalate situations tactfully.
- Ability to enforce rules without creating unnecessary tension or confrontation.
- Dependable, punctual, and trustworthy.
- Ability to stand and walk for extended periods.
- Ability to work nights, weekends, holidays, and special events as needed.
- CPR, First Aid, security training, or guard card preferred, if applicable or required by law.
PROFESSIONAL STANDARDS
The Hospitality Ambassador must:
- Act with discretion and professionalism at all times.
- Maintain a hospitality-first approach.
- Avoid aggressive, intimidating, or overly casual behavior.
- Never argue with members, guests, or employees.
- Escalate concerns to management appropriately.
- Communicate clearly, respectfully, and consistently.
- Protect the reputation, standards, and environment of Gravitas.
SCHEDULE EXPECTATIONS
This role may be scheduled based on operational need, including:
- Programming events.
- Private events.
- High-volume member evenings.
- Late-night operations.
- Closing support.
- Events where security coverage is requested, required, or underwritten by the client/event.
PHYSICAL REQUIREMENTS
- Ability to stand, walk, and remain alert for extended periods.
- Ability to move throughout the property, including stairs and multiple rooms or levels.
- Ability to respond quickly and calmly to urgent situations.
- Ability to assist with basic operational or guest-support tasks as needed.
