GUEST SERVICES SUPERVISOR Reports to Guest Services Manager: 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. Hewing Hotel is in Minneapolis' vibrant North Loop neighborhood, more commonly known as the Warehouse District, joining cultural stalwarts Traffic Zone Center for Visual Arts and Target Field, home to baseball's Minnesota Twins. With easy access to all interstates as well as Minneapolis' Metro Transit Blue Line and Northstar Commuter Rail, The Hewing sits at the literal crossroads of the Twin Cities. While Minneapolis presents a plethora of hospitality options, none tap into the local culture to create importance and significance beyond the business traveler. The Hewing occupies the historic Jackson Building, originally built in 1897, at the gateway to the Warehouse District, immediately tying it to local culture like no other competitor. 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 people person by nature who loves making someone's day. 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, to ask the front desk what type of system they are using, and to hold the door for guests as they walk in. You are someone who doesn't settle for "good enough", and you have an aversion to blasé service, knowing that effort and spontaneity are the alchemy for the extraordinary. You are warm, positive, genuine, polished, and aren't afraid to venture outside of the norm and do things differently. You realize the concept of luxury has evolved to be approachable, offering casual sophistication. Heavily scripted interactions and cookie-cutter experiences are not your thing. 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. You take feedback seriously in an effort 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 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. The Guest Services Supervisor's day is spent where they are at their best: in the lobby with their team, delivering innovative guest experiences. The Guest Services Supervisor is 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 make any guest entering the lobby feel at ease, knowing that they have selected the right place. They assist 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. The Guest Services Supervisor leads the team through a collaborative approach-understanding that the ability to act as a soldier is as critical as being a general. WHAT YOU WILL DO * Uphold and 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, 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 a 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 * Be willing to adjust easily, not hesitating to wear a variety of hats to support the experience, acting as a 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 HOW YOU WILL 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 discussing 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 * Demonstrate highly analytical thought and recommendations, with the ability to express a point of view in a respectful manner * Engage others in general conversation 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 the 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 culture of our community * At least (3) three 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 70 lbs. for handling guest luggage * Ability to push a bell cart with guest luggage that may contain up to 150 lbs. * Ability to work in a dog-friendly environment * 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 a 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.