Guest Services Supervisor

1 week ago


Washington, United States Hilton Garden Inn M Street DC Full time

Position Overview:

Role: Front Desk Supervisor

Oversee the front desk functions while adhering to established standards for guest service, quality, and sustainability.

Career Advancement Opportunities:

Potential growth to roles such as Assistant Front Office Manager, Front Office Manager, or Assistant General Manager.

Key Responsibilities:

  • Recruit, train, schedule, mentor, and support team members, ensuring alignment with brand standards and HHM core values.
  • Address guest issues and concerns through thorough investigation and effective resolution strategies.
  • Monitor guest satisfaction metrics and strive to enhance both departmental and overall guest experiences.
  • Engage with guests as a lobby ambassador, fostering relationships that encourage repeat visits.
  • Manage front office operations in the absence of the Front Office Manager or Assistant General Manager.
  • Conduct bookkeeping tasks, including account balancing and audits.
  • Handle reservations and confirmations efficiently.
  • Promote Hersha Hospitality and specific marketing initiatives.
  • Welcome guests upon arrival, facilitating registration and room assignments.
  • Prepare welcome packets containing room keys, certificates, and other relevant materials.
  • Process bills, manage payments, and handle cash transactions.
  • Close guest accounts during check-out, negotiating resolutions for any dissatisfaction.
  • Develop actionable plans to address service deficiencies.
  • Ensure the reception area and public spaces are maintained to high cleanliness and aesthetic standards.
  • Adhere to sustainability practices in line with HHM's EarthView program.
  • Follow safety protocols and utilize protective equipment as required.
  • Perform additional tasks as assigned by management.

Qualifications:

  • Preferred educational background includes an Associate's or Bachelor's degree.
  • 1 to 3 years of relevant experience in a similar role.

Work Environment:

  • Work hours may vary, including shifts on weekends and holidays.
  • Physical demands include standing for long periods, walking, and lifting up to 25 pounds.

Core Values:

We believe in the capability of our people, delivering excellence, staying agile, and taking ownership of our roles.

About Us:

HHM Hotels is committed to being an equal-opportunity employer, ensuring a workplace free from discrimination based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other legally protected category.



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