Guest Services Supervisor

Aparium Hotel Group; Seattle (WA); On-site; USD 33,000 - 44,000; Full time

Benefits offered by this job

Paid Vacation

Sick time

Holidays

Medical Insurance

Dental Insurance

Vision Insurance

Pet Insurance

401k match

Volunteer time off

Diversity & Inclusion

Job summary

Aparium Hotel Group is seeking a Guest Services Supervisor in Seattle to lead the front-of-house team and uphold exceptional guest experiences at Populus Seattle. You will manage daily operations, coordinate with the Guest Services Manager, and ensure every guest feels welcome from arrival to departure.

The role emphasizes hospitality excellence, collaboration with multiple departments, and a flexible, guest-centric approach in a dynamic hotel environment.

Qualifications

• 3+ years of hospitality front desk or guest services experience.
• Excellent English communication skills.
• Ability to work flexible shifts.

Responsibilities

• 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

Skills

Microsoft Excel

Microsoft Word

Tools

Point of Sale systems

Job description

GUEST SERVICES SUPERVISOR

Reports to Guest Services Manager, position is non-exempt.

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. 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. 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.

What's In It For You

• $28.00 hourly rate
• Paid Vacation, Seattle Paid Sick and Safe Time and Holidays
• Medical, Dental, Vision, and Pet Insurance
• 401(k) Retirement Plan with employer match
• Paid time off to volunteer for the causes you care about in your community
• Strong sense of belonging through diversity, equity, and inclusion

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

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

• Passion for the people, place, and character of our community
• Availability to work flexible shifts that may include weekends and holidays, and even some mid-shifts
• At least three (3) years' hospitality experience within upscale, lifestyle, or luxury property; or comparable goods/services; or comparable combination of education and experience
• Professional proficiency of the English language in reading, writing and verbal communication
• 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.

Who We Are

Hotels done differently. At Aparium, we believe in the power of People, Place and Character. We ensure our hotels are a place where individuals are valued and celebrated, elevating our associates’ pride in who they are, where they live and who we serve. Our hotel is a tribute to the neighborhoods and the people of the communities where we operate.

Located in the heart of Seattle's storied Pioneer Square, Populus Seattle is poised to anchor one of the country’s most significant adaptive reuse developments, as one of three main historic buildings that are connected by activated alleyways. This historic building, originally constructed in 1907 as the Manufacturers Exchange Building, built of sturdy brick and heavy timber is a testament to the craft of the hands that built it - merging and weaving the historic narratives of the great continental railways and the bustling seaport of Seattle. The 120-room boutique hotel will feature Pioneer Square's first rooftop bar, a signature restaurant, a strong community connection, and design that evokes the feeling of a Pacific Northwest rainforest.

The hotel is managed by Aparium Hotel Group. Founded in 2011, Aparium is driven by the belief that all hospitality experiences should be fueled by the poetics of their surroundings and was born with an intense focus on unearthing the amazing moments unique to every city. Since its founding, Aparium has grown into a new kind of hotel brand, one that ventures off the beaten path, both geographically and philosophically. Recognized by Travel + Leisure World's Best Awards as a leading hotel brand, Aparium is 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.

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. Aparium is an E-Verify employer.