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Position:
Guest Services Manager
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Job Id:
117
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# of Openings:
0
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Guest Services Manager
Reports to: Hotel Manager, position is exempt
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.
Nestled in the heart of Pioneer Square, Hotel Westland is poised to make its grand debut in spring 2025, inviting guests to immerse themselves in the breathtaking renaissance of the RailSpur District. 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. This soon to be iconic 120 room boutique houses three distinct food & beverage outlets, elevated amenities include a state-of-the-art fitness center and meeting spaces designed for socializing, co-working, creating, eating, drinking, and relaxing. The hotel brings together world travelers and neighbors alike while showcasing Seattle's rich legacy and knack for innovation through thoughtful touches from local businesses and artisans. The RailSpur development links the history of Pioneer Square with Seattle's posture towards progress and purpose, all converging and connecting in Seattle's first neighborhood.
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.
WHO YOU ARE
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 get excited about how amenities are packaged, a guest service story created by an employee's intuition, and can strip a bed faster than the best housekeeper. You enjoy casual sophistication and realize the concept of luxury has evolved to be approachable and loathe heavily scripted interactions and cookie-cutter experiences.
Your career experience is eclectic and dynamic and take great pride in having worked your way through a variety of rooms division roles. 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 Manager sets the tone for the front-of-house guest experience of the hotel. This integral role leads the Guest Services department, ensuring that the service delivered to our guests is unique and memorable, meeting our high expectations. Though this is a management role, it is certainly not one in which you spend the entire day in the office doing paperwork. Instead, your day is spent where you are at your best: in the lobby with your team, delivering innovative guest experiences.
The Guest Services Manager reports to the Hotel Manager, working together on how to deliver remarkable guest 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.
HOW YOU WILL LEAD
- 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, direct reports, 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 a 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 in order 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 DO
- Uphold and role model the company's principles of People, Place, and Character, while encouraging your direct reports to embody our values that drive collaboration, intuitive service, and translocal hospitality
- Demonstrate passion and aptitude for all aspects of a guest's experience, coaching your team to handle all guest interactions with the highest level of hospitality and professionalism. Encourage your team to find creative solutions in order to accommodate guest requests whenever possible
- 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
- Collaborate with and coach your team to complete the necessary activities for the day to ensure standards are achieved, ensuring an environment where associates feel supported and valued to exceed guests' needs
- Be knowledgeable in all matters related to the safety, security, satisfaction, and well-being of hotel guests and associates; respond swiftly and effectively in any hotel emergency or safety situations, and verifies all associates are trained and following proper emergency procedures
- Act as a key partner with the Hotel Manager and the operations leadership team, demonstrating a united front committed to providing the best possible guest experience
- Actively participate in recruitment, training, scheduling, supervising, coaching, and motivation of all Guest Services associates in order to create an environment that nurtures ideas and develops future talent for succession planning in the department
- Foster open lines of communication within the department by helping to facilitate daily line-ups, weekly division leadership meetings, and monthly departmental all staff meetings to create a transparent dialogue amongst the team to voice ideas and concerns, while addressing the department's key priorities
- Coach and mentor your team on development of their skill set, fostering an environment of continuous growth; effectively use corrective action to address root causes of issues, course-correcting any missed opportunities
- Partner with Housekeeping and Engineering department heads 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
- 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
- Champion departmental and hotel wide initiatives and best practices (e.g., Lobby Ambassador, Guest Profile, and Manager on Duty programs) by ensuring you take the time to communicate, train, and coach associates on the purpose of each initiative
- Maintain regular communication with the Hotel Manager to provide updates, discuss plans, communicate needs, and align on priorities, understanding that flexibility with your responsibilities is paramount to support a successful operation
POSITION REQUIREMENTS
- Minimum of three years experience as a manager within upscale, lifestyle, or luxury hospitality company
- Bachelor's degree in hospitality, or six years of related experience
- Pre-opening experience as an operating department head 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
- May be required to work varying schedules that include, days, nights, weekends, and holidays
WHAT'S IN IT FOR YOU
- $80,000 annual salary
- Performance Based Incentive Plan
- Paid Vacation, Sick Time and Holidays
- Medical, Dental, Vision, and Pet Insurance
- Employer Paid Basic Life and AD&D
- 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
As an equal opportunity employer, Aparium Hospitality Services celebrates diversity and is committed to creating an equitable and inclusive environment, 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. Aparium is an E-Verify employer.
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Pay Range: $80,000 per year
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Apply for this Position
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Aparium Hotel Group
paid time off, sick time, 401(k), retirement plan
Jan 03, 2025