Guest Services Supervisor
About The Position
We are a Firm where people truly believe in what they do and strive to achieve the highest standards of performance and success. This position is based in our Washington D.C. office. General Description: We are seeking a Guest Services Supervisor to join our team. The Guest Services Supervisor is responsible for ensuring excellent customer service and satisfaction within H&K. The position is a combination of managerial, administrative, and customer-facing duties. The Guest Services Supervisor oversees the daily operations of the guest services department to ensure exceptional guest experiences. They lead and motivate a team of guest service representatives, handle guest inquiries and complaints, and coordinate with other departments to ensure accuracy and timely fulfillment of requests.
Requirements
- Excellent interpersonal and communication skills, with the ability to interact effectively with guests and team members.
- Strong problem-solving abilities and the capacity to handle difficult situations calmly and professionally.
- Previous experience in a guest service or hospitality role, with at least 2-3 years in a supervisory or leadership position.
- Proficiency in meeting room booking software and Microsoft Office Suite.
- Flexibility to work various shifts, including weekends, and holidays.
- A high school diploma or equivalent qualification; a degree in hospitality management or a related field is preferred.
- Ability to sit or stand for extended periods of time.
- Moderate or advanced keyboard usage
Responsibilities
- Supervise and mentor guest service representatives.
- Provide training and ongoing coaching to ensure high-quality service standards.
- Schedule staff and allocate resources effectively to meet guest needs.
- Serve as the primary point of contact for guest inquiries, requests, and complaints.
- Address guest issues promptly and effectively, ensuring resolution to their satisfaction.
- Maintain a welcoming and professional demeanor at all times.
- Assist in the planning/execution of office and firm events.
- Oversee front desk operations, including check-in, check-out, and room reservations.
- Monitor room availability and coordinate with housekeeping and maintenance teams.
- Ensure compliance with company policies and procedures.
- Liaise with other departments such as local IT Support, housekeeping, maintenance, and food and beverage to address guest needs and resolve issues.
- Liaise with catering vendors, maintain list and ensure compliance with building processes for all vendors.
- Maintain accurate records of guest interactions, complaints, and resolutions.
- Prepare reports on departmental performance and guest feedback.
- Assist with administrative tasks such as vendor invoicing and inventory management.
- Conduct regular inspections of guest rooms and public areas to ensure cleanliness and maintenance standards are met.
- Monitor guest satisfaction scores and implement improvements as needed.
- Special projects and duties as assigned.
Benefits
- comprehensive medical (PPO and HDHPs), dental and vision plans including coverage for domestic partners
- life and AD&D insurance
- short and long term disability insurance
- tax-advantaged accounts for health care expenses, including FSAs and HSAs
- FSAs for dependent care
- health advocacy services
- behavioral health and counseling resources for all family members
- 401(k)
- profit sharing
- pre-tax transit and parking program
- backup dependent care
- senior care planning support
- resources for individuals with development disabilities and their caregivers
- paid holidays and other paid time off, including paid leave for new parents.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
