Guest Services Supervisor

Aparium Hotel Group

paid time off, 401(k)

United States, Colorado, Denver

Feb 20, 2025

Position:
Guest Services Supervisor

Location:

Denver, CO

Job Id:
451

# of Openings:
0

GUEST SERVICES SUPERVISOR

Reports to: Guest Services Manager, position is non-exempt

Accepting Applications until March 17th, 2025, or until filled

YOUR BENEFITS

Position Range of Pay: $22.50 - $23.50 per hour + upsell incentives, based on experience
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 parking in the Clayton Lane parking garage in Cherry Creek
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 insurances

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

.

A little bit rebel, a little bit refined, Clayton is smart and sophisticated, charming, and confident, and always down for shaking up the status quo. Consistently moving the needle on what a membership club can be, Clayton demonstrates a unique spirit, constantly challenging what it means to gather and engage while connecting guests to each other and what inspires them. Clayton believes the more interested you are, the more interesting you are!

Clayton Members Club is managed by Aparium Hotel Group which was founded in 2011 by Chicago hospitality executive and entrepreneur Mario Tricoci and Michael Kitchen. The duo saw a clear need for a company that could bring c-suite service and accommodations to underserved, yet distinct and important cities while maintaining and celebrating the unadulterated character of each. 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. At Clayton, the ideals of Opportunity, Equity, and Inclusion (OEI) for our members are at the forefront of the community and the environment we will create.

WHO YOU ARE

You are a perfectionist by nature and know that anything worth doing is worth doing well. 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 are someone who doesn't settle for ordinary, and have an aversion to blase service, knowing that effort and spontaneity are the alchemy for the extraordinary. You are genuine, yet polished, and aren't afraid to venture outside of the norm and do things differently. You enjoy casual sophistication and realize the concept of luxury has evolved to be approachable and you loathe heavily scripted interactions and cookie-cutter experiences. 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 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 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

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 Membership, 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

At least two (2) 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

Position Range of Pay: $22.50 - $23.50/hr, based on experience

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

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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