Guest Services Supervisor

GUEST SERVICES SUPERVISOR

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

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. Your day is spent where you are at your best: in the lobby with your team, delivering innovative guest experiences.

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. 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.

• $28.00 hourly rate
• Paid Vacation, Seattle Paid Sick and Safe Time and Holidays
• Medical, Dental, Vision, and Pet Insurance
• 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

• Demonstrate passion and genuine care for all aspects of a guest's 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
• 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
• You are fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience
• 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 Service Manager to improve upon the services offered to our guests
• Collaborate effectively with co-workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback
• 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

• 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…