Guest Service Supervisor

Guest Services Supervisor

THE ROLE

The Guest Services Supervisor works with the Guest Service Manager to set the tone for the front-of-house guest experience of the hotel. This 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 involves engaging with guests and your team in the lobby, delivering innovative guest experiences. You are an excellent host, comfortable with details like arranging surprises or giving hotel tours. The Supervisor knows the hotel and community well, and their warm demeanor makes guests feel at ease, confident in their choice.

The Guest Services Supervisor reports to the Guest Service Manager and works with the team to deliver exceptional guest and staff experiences. It is essential to have a broad knowledge of Rooms Division operations and a willingness to manage daily tasks while supporting the hotel’s long-term goals. Leadership is collaborative—you understand the importance of both strategic and hands-on approaches.

The primary shift is 3 PM to 11 PM, with weekend availability required.

What You Will Do

• Demonstrate passion and genuine care for guests and staff, handling all interactions with hospitality and professionalism.
• Manage all aspects of a guest’s experience, from reservations to departure, ensuring satisfaction and personalized service.
• Work with the Guest Services Manager to coach your team, ensuring standards are met and staff feel valued.
• Accommodate special requests, exercising sound judgment beyond protocol when beneficial to the guest.
• Act as a hotel tour guide, personalizing experiences based on guest preferences to create memorable moments.
• Master the hotel’s systems to ensure accurate and timely communication with guests before, during, and after their stay.
• Prioritize guest satisfaction, wearing multiple hats as needed, including bellman, valet, or greeter.
• Maintain professionalism and discretion in all guest interactions, staying calm and engaging.
• Use your knowledge of service standards to resolve guest concerns proactively and suggest improvements.
• Collaborate with other departments to meet guest needs, resolving conflicts positively and responding to feedback.
• Partner with Housekeeping and Engineering to maintain hotel facilities and rooms meticulously.
• Seek opportunities to exceed expectations, whether assisting guests or supporting team members.
• Work with the Director of Revenue to monitor reservation channels and ensure proper handling of guest information.
• Uphold the company’s principles of People, Place, and Character, encouraging your team to embody these values.

Aparium Hotel Group is committed to non-discrimination and a smoke- and drug-free environment. We are an equal opportunity employer.

How You Lead

• Support your team through coaching, counseling, and constructive feedback.
• Collaborate across departments to deliver excellent guest experiences and participate in decision-making.
• Maintain respectful interactions, exemplifying professionalism and community leadership.
• Be analytical and respectful in your communication, influencing others positively.
• Build rapport and adapt communication styles to diverse audiences.
• Approach problem-solving collaboratively, valuing input from others.
• Drive results through influence and effective prioritization, working flexible hours as needed.

What You Will Need

• Passion for community, hospitality, and excellence.
• Minimum three years’ experience in upscale or luxury hospitality, with leadership preferred.
• Proficiency in English, both written and verbal.
• Strong interpersonal skills across all employee levels.
• Intermediate proficiency in Microsoft Excel and Word.
• Ability to lift up to 25 lbs and push a luggage cart up to 100 lbs.
• Valid driver’s license for guest vehicle parking.
• Flexibility to work varied shifts, including weekends and holidays.

Who You Are

You are detail-oriented, passionate about hospitality, and committed to extraordinary service. You enjoy creating memorable experiences, are polished yet approachable, and thrive in a collaborative environment. You value feedback, are humble, and eager to contribute to a distinctive hotel culture.

Who We Are

We believe in People, Place, and Character—creating welcoming, community-focused environments. The Jasper Hotel in Fargo exemplifies this, blending luxury with local culture, featuring 125 rooms, a restaurant, lounge, and café. We are committed to diversity, equity, and inclusion, fostering a respectful and supportive workplace.

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