Guest Services Supervisor - Detroit Foundation Hotel

Customer Service Detroit, Michigan

Position at Detroit Foundation Hotel

Do you want to be part of the exciting revitalization of Detroit?  Aparium Hotel Group is looking for a Guest Services Supervisor that shares our vision for a new Detroit, an entrepreneurial spirit, and a passion for celebrating the community through arts, events and food.

Detroit Foundation Hotel is at the forefront of the renewal of the Motor City. A transformation of the former Detroit Fire Department Headquarters and adjacent Pontchartrain Wine Cellar building, The Foundation will be the top hotel in the market with authentic inspiration, design, and programming that respects Detroit’s past, yet is looking forward through its revival.

The food and beverage programming will include a three-meal restaurant and bar with approximately 200 covers positioned to be among the top restaurants in the region. The hotel’s restaurant will present iconic New American cuisine, and with space that will serve as an incubator for culinary students, up and coming chefs and visiting culinary influencers. The elevated bar program will focus on collaboration with Michigan breweries and distillers.

The hotel will feature approximately 4500 square feet of meeting space, including a rooftop ballroom and a unique podcast studio. The 100-room hotel is scheduled to open Spring 2017.  

In this unique role, the Guest Services Supervisor will be involved in recruiting, training, creating innovative guest experiences, delivering outstanding customer service, building an engaged associate team, and setting up the department for success.

Ready to find out more?

  • Directly supervises the activities and the service levels of the guest services division Front Office Department
  • Understands guests service needs and how to exceed guest expectations
  • High levels of interaction with all members of team. Exchanging ideas, information and opinions with others to formulate programs and arrive jointly at decisions, conclusions and solutions
  • Highly organized and has the ability to plan multiple activities and meet deadlines with the ability to maintain a positive and professional demeanor at all times
  • Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Develops relationships with return guests, group contacts and other guests in order to provide personalized service
  • Maintains complete knowledge of and comply with all departmental policies/service procedures/standards
  • Trains Front Office associates.
  • Monitors ambassador activities to assure that standards are being met, the team is being supported and guest needs are being met. Routinely inspects all areas of responsibility in the Guest Services Department
  • Takes action 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 situation
  • Coordinates arrivals and departures and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of all guests
  • Assures that all financial and credit procedures are followed, including following up on credit problems. Review all paid-outs, rebates, Petty disbursements and Direct Billing. Check cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements
  • Checks guests in/out in an efficient and friendly manner, using guests name whenever possible. Assure guest is assigned the type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room.
  • Coordinates arrivals, departures and billing requirements of groups with Sales and Catering Departments.
  • Blocks rooms for arrivals and ensures any discrepancies are resolved utilizing a variety of computer systems. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests and Groups
  • Provides basic trouble shooting support for in room services such as Internet, TV movies, games and web services
  • Monitors and responds to hotel fire control panel and emergency and safety situations in an efficient and professional manner
  • Assists with responsibilities and duties in the absence or heavy volume in other departments
  • Works in support of team goals and measure effectiveness by the quality of decision making at the senior level as well as through the profit and service performance at the individual unit level

 Additional Requirements:

  • Willing to work a flexible schedule in order to accomplish all required tasks
  • Work with integrity, confidentiality and discretion
  • Work in a safe, prudent and highly organized manor
  • Superior oral, written and computer skills
  • Guide and monitor business ethics and good business practice
  • Conduct self in a most professional manner at all times to reflect the hotel standards
  • Highly organized and has the ability to plan multiple activities and meet deadlines with the ability to maintain a positive and professional demeanor at all times
  • Participate in Lobby Duty Program
  • Available to cross train as directed

 Teamwork:

  • Maintain a good working relationship with other associates by promoting teamwork and fostering a harmonious working climate
  • Partake in a positive work ethic and surrounding environment

 Standards:

  • Able to work alone without direct supervision
  • Demonstrate high degree of drive and determination
  • Constantly recommend service and product improvement to better the operation
  • Keep the work area clean and tidy at all times
  • Attend all required meetings
  • Follow proper payroll and uniform procedures
  • Properly handle and report associate and guest accidents
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
  • Assist with responsibilities and duties in other departments and as assigned by management
  • Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel

 Educational Requirements:

  • 4 year college degree preferred
  • A minimum of 1 year customer service supervisory experience
  • Must be proficient in Word, Excel and other applicable computer systems

 Work Environment:

  • Standard office and hotel setting
  • Professional, passionate and positive work environment
Aparium Hospitality Services, LLC does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Detroit Foundation Hotel is a smoke-free, drug-free facility, and equal opportunity employer.