GUEST SERVICES SUPERVISOR
REPORTS TO: GUEST SERVICES MANAGER; position is non-exempt
WHO YOU ARE
You are a perfectionist by nature and know that anything worth doing is worth doing well. You are someone who doesn't settle for ordinary, and have an aversion to blase service, knowing that effort and spontaneity are the alchemy for the extraordinary. You are genuine, yet polished, and aren't afraid to venture outside of the norm and do things differently. You obsess over the details (the Science) and presentation (the Art), striving to create an experience that surprises and inspires. You relish the opportunity to be part of the distinctive soul of a unique hotel, where your creativity and passion are appreciated, supported, and expected.
THE ROLE
The Guest Services Supervisor reports to and collaborates with the Guest Services Manager to set the tone for the front-of-house guest experience of the hotel. This integral role assists in leading the Guest Services department, by example, ensuring that no need goes unmet and no opportunity to make a guest's visit special is missed. Your day is spent where you are at your best: in the lobby with your team, delivering innovative guest experiences. You are an exquisite host who is just as comfortable arranging the details of a surprise proposal as they are giving a hotel tour to a curious neighbor or maneuvering a bell cart. The Supervisor knows the ins and outs of both the hotel and the surrounding community, and their gracious demeanor and warm presence makes any guest entering the lobby feel at ease, knowing that they have selected the right place.
They assist in leading the Guest Services Team to deliver remarkable guest and associate experiences. It is critical the person in this position possesses a diverse knowledge of Rooms Division operations and is willing to dive into the day-to-day operation, while balancing and directing the long-term goals of the hotel. You lead the team through your collaborative approach-you understand that the ability to act as a soldier is as critical as being a general.
WHAT YOU WILL DO
- Demonstrate passion and genuine care for all aspects of a guest's experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest.
- Own all aspects of a guest's experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of local experiences, and a seamless departure, ascertaining satisfaction throughout and adjusting as necessary.
- Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment.
- Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest's likes or dislikes enabling you to add a personalized touch that creates a special memory.
- Demonstrate mastery of the hotel's systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre-arrival to post-departure.
- You are fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience.
- Always prioritize the guest's satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment. You adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands.
- Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence.
- Demonstrate expert knowledge of the position's service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Guest Service Manager to improve upon the services offered to our guests.
- Collaborate effectively with co-workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback.
- Seize any opportunity to go beyond the expectations of the position to assist with a guest's needs, help a co-worker, cross-train in another department, or fulfill a reasonable request by a manager.
- Aparium Hotel Group does not discriminate based on disability, veteran status or on any other basis protected under federal, state or local laws. The hotel and company are smoke-free, drug-free facility, and equal opportunity employer.
HOW YOU LEAD
- Partnering with the Guest Services Manager, offer direct support for your team through one-on-one coaching, counseling, gentle correction, and constructive feedback.
- Collaborate effectively with all departments in the hotel including Sales, Banquets & Catering, Engineering, Food & Beverage, and Culinary to provide an exemplary guest experience; be comfortable in debating ideas before implementing a decision that will impact operations property-wide, as we do not work in silos.
- Be respectful in your daily interactions with your managers, team members, and peers, exemplifying the utmost level of professionalism and being a pillar within your community.
- Highly analytical in thought and recommendations, with the ability to express a point of view in respectful manner.
- Engages others in general conversation tactics to build rapport quickly, with the ability to lead and adapt communication and presentation tactics to engage a wide range of audiences and stakeholders.
- Approaches fact finding and discovery missions as a collaborative effort; values input and experiences of others that creates additional insight to uncover deeper issues that need to be addressed.
- Can influence others to effectively drive results and take direction to execute on strategy through tactical methods; is comfortable prioritizing their work and that of others.
- Prioritizes and organizes their own work, when necessary, by working flexible or extended hours to accommodate increased workload; can flex to the needs of an opening hotel and short-notice situations
WHAT YOU WILL NEED
- At least three (3) years' hospitality experience within upscale, lifestyle, or luxury property; or comparable combination of education and experience; prior leadership experience preferred.
- Professional proficiency of the English language in reading, writing and verbal communication
- Adaptable interpersonal communication skills to address all employee levels of the hotel.
- Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals.
- Ability to lift up to 25 lbs. for handling guest luggage.
- Ability to push a bell cart with guest luggage that may contain up to 100 lbs.
- Ability to work vary shifts, that may include days, nights, weekends and holidays.
WHO WE ARE
Hotels done differently. It's not just a slogan or catchphrase, it is who we are in everything we do. We believe in the power of People, Place and Character; ensuring our properties are a place where individuals are valued and celebrated as a tribute to the neighborhoods and the people of the communities in which we operate; elevating our associates' pride in who they are, where they live and who we serve.
Since its founding, Aparium has grown into a new kind of hotel brand, one that ventures off the beaten path, both geographically and philosophically. It is a sophisticated hotel brand known for its singular ability to combine the business acumen of large hospitality companies with the charm of boutique hotels, bringing the disparate forces together in bustling, smaller markets.
Located in the heart of Old Town Alexandria, Hotel Heron will open in the spring of 2024 offering guests the opportunity to see Old Town from a new vantage point. With Washington, DC just minutes away, Hotel Heron acts as a flag in the sand just across the river, beckoning travelers to explore beyond the National Mall and Monuments to discover a city ripe for its new renaissance. Originally opened in 1926 as the George Mason Hotel, this adaptive reuse combines the iconic inn with an adjacent new building that houses a modern event space and elevated guest rooms. This chic 134 room boutique hotel is home to a signature ground floor restaurant serving hearth inspired Mid-Atlantic cuisine, a cozy craft cocktail bar hidden in the heart of the hotel, and an open-air seasonal rooftop bar with unparalleled views of the Potomac. Elevated amenities include a state-of-the-art fitness center and meeting spaces designed for socializing, co-working, creating, eating, drinking, and relaxing. The hotel brings together world travelers and neighbors alike while showcasing Alexandria's rich legacy and knack for innovation through thoughtful touches from local businesses and artisans.
As an Equal Opportunity Employer, Aparium Hospitality Services celebrates diversity and is committed to creating an equitable and inclusive environment, and sense of belonging for all employees. We do not discriminate and believe every individual should be proud of who they are, where they come from and take pride in who we serve.
Hotel Heron participates in the Department of Homeland Security's E-Verify program.
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Aparium Hotel Group
Nov 19, 2024 