Guest Services Supervisor Job at Detroit Foundation Hotel
GUEST SERVICES SUPERVISOR PROFILE
Reports to: GUEST SERVICES MANAGER and DIRECTOR OF HOTEL OPERATIONS, position is non-exempt
Reports to: GUEST SERVICES MANAGER and DIRECTOR OF HOTEL OPERATIONS, position is non-exempt
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.
The Detroit Foundation Hotel has transformed the historic Detroit Fire Department Headquarters into a 100 room independent hotel that adds another piece to the ongoing Detroit renaissance puzzle. The hotel draws on the Motor- City's unparalleled past while proactively moving the city to its next incarnation as a national cultural, business and artistic touch- point. Featuring an inviting ground- floor restaurant, The Apparatus Room, the hotel partners with local distillers, brewers, farmer s and other edible sundry purveyors to deliver and authentic Detroit experience.
The hotel is managed by Aparium, which was founded in 2011, driven by the belief that all hospitality experiences should be fueled by the poetics of their surroundings, Aparium 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. 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 disparate forces together in bustling, smaller markets.
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.
WHO YOU ARE
You are a perfectionist by nature and know that anything worth doing is worth doing well. You are someone who is obsessed with hospitality: it is quite natural for you to walk into a hotel and want to fluff every pillow you see, judge the level of cleanliness, or ask the front desk what type of system they are using. You are someone who doesn’t settle for ordinary, and have an aversion to blasé 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 enjoy casual sophistication and realize the concept of luxury has evolved to be approachable and you loathe heavily scripted interactions and cookie-cutter experiences. 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 is appreciated, supported, and expected. You are humble and understand the need to work side by side with others and take feedback seriously to improve upon processes. You love the collaborative environment you find in hotels and have a special place in your heart for the people and teams you have worked with and developed throughout your career.
THE ROLE
The Guest Services Supervisor reports to and collaborates with the Guest Services Manager to set the tone for the front-of-house member and 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 assists 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
- 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
- Demonstrate passion and genuine care for all aspects of the associate, member 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 member or 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
- 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 a 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 Membership, 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.
- 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
As an Equal Opportunity Employer, Aparium Hospitality Services celebrates diversity and is committed to creating an equitable and inclusive environment, and a sense of belonging for all associates. We do not discriminate and believe every individual should be proud of who they are, and where they come from and take pride in who we serve. Aparium is an E-Verify employer.
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