Guest Service Supervisor

Aparium Hotel Group•Fargo, ND

52d

About The Position

The Guest Services Supervisor works with the Guest Service 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. The Guest Services Supervisor reports to the Guest Service Manager, working together with 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. The primary shift for this position is 3 PM to 11 PM and the position requires weekend availability.

Requirements

Passion for the People, Place and Character of our community
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.
Valid driver's license required which is required to park guest vehicles
Ability to work vary shifts, that may include days, nights, weekends and holidays

Responsibilities

Demonstrate passion and genuine care for all aspects of the associate and guest 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
Collaborate with the Guest Services Manager to coach your team to complete the necessary activities for the day to ensure standards are achieved, ensuring an environment where associates feel valued and supported to exceed guests' needs
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
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 Services Manager to improve upon the services offered to our guests
Collaborate effectively with co-workers and other departments to ensure guest needs are met, mending relationships if disagreements arise, and responding positively to feedback
Partner with Housekeeping and Engineering to ensure hotel facilities and rooms are maintained in optimal condition, being emphatic about the smallest detail which may go unseen by the untrained eye
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
Partner with Director of Revenue to monitor all reservation channels, verifying that detailed reservation information is collected and handled properly according to standards and protocol
Uphold and role model the company's principles of People, Place, and Character, while encouraging your team to embody our values that drive collaboration, intuitive service, and translocal hospitality
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, 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