Guest Services Supervisor

Reports to: GUEST SERVICES MANAGER, position is Non-Exempt

WHAT YOU WILL GET

Work with an amazing team who is passionate about hospitality, celebrating diversity and embracing individuality! Paid time off including vacation, sick and a floating holiday to use when you choose Paid time off to volunteer in your community Free parking in Ybor Free shift-meal prepared by our in-house culinary experts Up to 50% off food when you dine at the restaurant as a guest Greatly discounted room rates for your out-of-town guests Medical benefit premiums begin at a bi‑weekly cost of $66 Interested? Please read on…

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. Located in the heart of historic Ybor, a trolley ride away from downtown Tampa, Hotel Hayais a hub of activity. Blending Cuban, Italian, and Spanish influences, the property features 178 guest rooms, over 7000 square feet of banquet space, a world‑class restaurant, airy café, and lush courtyard with a pool. Hotel Haya is managed by Aparium Hotel Group which was founded in 2011. 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

THE ROLE

The Guest Services Supervisor works 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. The Guest Services Supervisor reports to the Guest Services 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.

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 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 Aparium Hotel Group does not discriminate based on disability, veteran status, or 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 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 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 varied 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 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. #J-18808-Ljbffr Aparium Hotel Group