Guest Services Manager Position Profile
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 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 a guest service story created by an employee's intuition, how amenities are packaged, and how your guests and team members feel the hotel experience. You enjoy casual sophistication and realize the concept of luxury has evolved to be approachable and intuitive; you loathe heavily scripted interactions and cookie-cutter experiences.
Your career experience is eclectic and dynamic, and you take great pride in having worked through a variety of guest services 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 their 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 Director of Hotel Operations, 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 guiding the long-term goals of the hotel. You lead the team through your collaborative approach-you understand that the ability to work alongside your team is as critical as leading them.
WHAT YOU WILL DO
- Reinforce the company's Art + Science ideologies to ensure the experiences of translocal hospitality, intuitive service, and collaboration are implemented and modeled by yourself and your team
- 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 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; responds 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 Director of Hotel Operations and the operations leadership team, demonstrating a united team committed to providing the best possible guest and associate experience
- Actively participate in recruitment, training, scheduling, supervising, coaching, and motivation of all Guest Services associates 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 Director of Hotel Operations to provide updates, discuss plans, communicate needs, and align on priorities, understanding that flexibility with your responsibilities is paramount to support a successful operation
- 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 WILL LEAD
- Exemplify leading by example by working directly with each member of your team and be willing to coach and counsel with gentle correction and critical but constructive feedback
- 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 respectful manner
- Engaging 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
- Approaching fact finding and discovery missions as a collaborative effort; valuing input and experiences of others that create additional insight to uncover deeper issues that need to be addressed
- influencing 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
- Prioritizing and organizing your own work when necessary by working flexible or extended hours to accommodate increased workload, flexing to the needs of the hotel and your team
WHAT YOU WILL NEED
- Passion for the People, Place and Character of our community
- Minimum of three (3) years' experience as a leader within upscale, lifestyle, or luxury hospitality company
- Bachelor's degree in hospitality, or related experience
- 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 includes, days, nights, weekends, and holidays
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 Haya is 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 cafe, and lush courtyard with a pool.
Hotel Haya is managed by Aparium, who has just been named to Travel + Leisure's Top 25 Hotel Brands in the World. 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.
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. Aparium is an E-Verify employer.
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Aparium Hotel Group
paid time off
Dec 24, 2024 