Guest Services Supervisor

2 weeks ago

Richmond Heights, Virginia, United States Embassy Suites Full time
The Embassy Suites by Hilton Richmond is on the lookout for a Guest Services Supervisor who embodies the spirit of hospitality.

Are you an individual who appreciates collaboration, takes pride in your responsibilities, and is dedicated to providing guests with exceptional service? If this resonates with you, we invite you to consider this opportunity. We seek candidates with diverse knowledge, skills, and experiences to enhance our ongoing success.

The Embassy Suites by Hilton Richmond is managed by Shamin Hotels, the largest hotel management firm in Central Virginia. We operate a variety of hotels under renowned brands such as Hilton, Hyatt, Marriott, InterContinental, and Choice, having expanded to 70 properties in the last decade. We provide a competitive salary and a comprehensive benefits package that includes medical, vision, dental, life insurance, short- and long-term disability, and a 401k plan. Additionally, we offer paid time off, hotel discounts, and a vibrant workplace culture. We are committed to excellence and outstanding guest service while fostering a fun and engaging work environment.

Key Responsibilities:
  • Oversee and guide Front Desk personnel during evening and midday shifts.
  • Set a positive example by welcoming guests, managing the check-in process, addressing inquiries, and acting as a regional ambassador.
  • Serve as the Manager on Duty, representing management while collaborating with guests, staff, vendors, and others to resolve issues.
  • Uphold the brand standards of Embassy Suites by Hilton and Shamin Hotels in guest service and operations.
  • Contribute to the hotel's financial success and guest satisfaction.
  • Achieve business and guest service goals through employee development, job optimization, and maintaining a quality image.
  • Ensure adherence to established company policies and procedures.
  • Manage the reservation system to maximize room occupancy and average daily rates through effective employee selling techniques.
  • Implement procedures for financial transaction security and guest safety.
  • Address guest complaints and ensure appropriate corrective measures are taken.
  • Ensure staff employs proper guest interaction techniques.
  • Acknowledge and reward employees who meet or exceed guest expectations.
  • Participate in and/or lead departmental meetings.
  • Complete required training and oversee the training of guest service staff.
Qualifications:
  • Proven experience in guest service and supervisory roles.
  • Experience with Hilton Hotels and familiarity with Hilton OnQ is highly preferred.
  • A high school diploma is mandatory; a college degree in communications, management, marketing, or travel and tourism is advantageous.
  • Strong written and verbal communication skills in English are essential; proficiency in a second language is a plus.
  • Flexibility to work various shifts, including weekends and holidays.
  • Demonstrated leadership abilities with the capacity to train, motivate, and assess employees.
  • Strong problem-solving skills with a diplomatic approach and professional demeanor.
  • Excellent organizational skills and attention to detail.
  • Able to manage multiple tasks effectively.
  • Proficient in Microsoft Office and other productivity software.
  • Ability to thrive under pressure and work collaboratively as part of a team.
  • Sound cash handling skills and knowledge.
We are proud to be an equal opportunity employer and maintain a drug-free workplace. Background and reference checks are conducted on potential employees. We appreciate all applicants for their interest, but only those selected for an interview will be contacted.

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