GUEST SERVICES SUPERVISOR
Reports to: Guest Services Manager, position is non-exempt
Accepting Applications through July 25th, 2025, or until filled
YOUR BENEFITS
- Position Rate of Pay: $23 - $25 per hour
- Strong sense of belonging through Opportunity, Equity, and Inclusion
- Free shift-meal prepared by our in-house culinary experts
- Food and Beverage Discounts
- Greatly discounted room rates for Aparium properties for you and your out-of-town guests
- Paid time off to volunteer in your community
- Discounted pet insurance available through ASPCA to care for your best friend
- 401k participation available for full-time associates to grow your nest egg
- All full-time regular associates are eligible to enroll in our benefit plans that include medical, dental, vision and supplemental insurance
WHO WE ARE
Hotels done differently. It is not just a slogan; 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.
A little bit rebel, a little bit refined, The Populus is smart and sophisticated, charming, and confident, and always down for shaking up the status quo. Consistently moving the needle on what a social club can be, Populus thrives on the counterculture spirit, constantly challenging what it means to gather and engage while connecting guests to each other and what inspires them. Populus believes the more interested you are, the more interesting you are!
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. At Populus, the ideals of Opportunity, Equity, and Inclusion (OEI) for our members are at the forefront of the community and the environment we will create.
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 protocols
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
Benefits: We are pleased to offer a comprehensive array of valuable benefits to protect your health, your family and your way of life. All full-time regular associates are eligible to enroll in our benefit plans that include medical, dental, vision and supplemental insurances.
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. Aparium is an E-Verify employer.
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.
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Aparium Hotel Group
paid time off, 401(k)
Jun 26, 2025 