Assistant Guest Services Manager | Hotel Hive | Modus by PM Hotel Group

PM Hotel Group; Washington (District of Columbia); On-site; USD 52,000 - 55,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401K

Unlimited PTO

Onboarding & training

Mentorship

Development plan

Leadership courses

Monthly fitness credits

Volunteer opportunities

Parental leave

Tuition reimbursement

Job summary

PM Hotel Group's Hotel Hive in Washington, DC is seeking an Assistant Guest Services Manager to lead daily front desk operations, mentor a team, and ensure exceptional guest experiences.

This full-time, exempt role reports to the Rooms Manager and offers a salary range of $52,000 to $55,000 plus benefits. You will oversee shifts, coach staff, and help create a welcoming, city-centric experience for guests.

Qualifications

• 1-2 years hotel/guest services experience, with supervisory responsibility
• Strong communication and professionalism in guest interactions
• Experience coaching, mentoring and leading teams
• Knowledge of local area and guest service best practices

Responsibilities

• Serve as MOD during shifts and make on-site decisions
• Lead day-to-day front desk operations across all shifts
• Coach, train, and develop team members in service culture
• Collaborate with Rooms Manager to oversee guest experiences from start to finish
• Ensure professional communication and guest satisfaction throughout shifts

Skills

Guest service

Leadership

Coaching

Communication

Microsoft Office

Tools

Microsoft Office

Job description

We are seeking an Assistant Guest Services Manager, who delivers best-in-class, inspires and motivates team members and effectively oversees daily, weekly and monthly front office operations. The ideal candidate is passionate about personal and team development, highly organized, and confident in creating exceptional guest experiences.

This is a full time, exempt position reporting to the Rooms Manager. The salary range for this position is $52,000-$55,000

Meet Hotel Hive!

Hotel Hive opened its doors in January 2017 as DC’s first Micro Hotel. We have a youthful vibe, where modern innovation meets historic character. We are extremely interactive with our guests; exceptional and personalized service is our top priority. Our goal is to provide a restful, unique, and innovative hotel experience for our guests before and after they buzz around DC.

What You'll Do

• Serve as the MOD during your shift and take responsibility for any decisions made during your shift.
• Roll up your sleeves and be prepared to involve yourself in the day-to-day operations, adjusting your schedule if needed to provide support to all three shifts.
• Hold yourself accountable and lead by example; showing integrity by always doing the right thing, even when no one is looking.
• Provide leadership during a variety of shifts including days, nights, holidays and weekends
• Leading your team to personalize experiences and connect guests to the unexpected in our city.
• Live like a local; be a city insider, providing our guests with a local experience
• Maintain a positive, supportive environment that drives colleague engagement every day.
• Coach, develop, and train your team within our service culture, championing our vision and ethos.
• Collaborate upwards, downwards, and laterally, looking forward and strategically planning the guest experience from beginning to end.
• Treat the colleague experience as you would our guest experience. Set your team up for success and understand how to pivot when plans and circumstances change.
• Continuously consider the bigger picture and understand your impact on the team, the hotel and the company.

Who you are

• Have a passion for hospitality and providing excellent guest service. The enthusiasm will be apparent from speaking with you.
• 1-2 years of hotel experience, at least 1 of them in supervisory/leadership role
• Professionalism and exceptional communication skills both verbal and written.
• Experience in coaching, mentoring and leading others.
• In-depth knowledge of our local neighborhood and city.
• Ability to use the tools of the trade- computers, databases, and property management systems, and be able to train your team to do the same, plus handling funds responsibility and reliably.
• Comfortable with feedback. You know how to accept and give feedback upwards, downwards, and laterally in a professional way.
• Knowledgeable in Microsoft Office.
• Open availability required. Must be prepared to work various shifts (for example: 7-3pm, 3-11pm, weekdays, weekends, holidays).

What’s In It for You

• Competitive compensation package and incentive plan.
• Generous health, dental and vision insurance, plus 401K.
• Unlimited PTO + 9 paid holidays
• Comprehensive onboarding and training plan to set you up for success.
• Coaching, feedback, and mentorship to develop yourself and your team.
• Personalized development plan to fit your individual role and career goals.
• Leadership courses to improve your personal and interpersonal effectiveness.
• Monthly fitness and transportation credits.
• Opportunities to volunteer and give back to our local communities.
• Paid Parental Leave.
• Tuition reimbursement opportunities – when you grow, we grow!

Non-Negotiables (Our Core Values)

• SERVE OTHERS.
• LIVE 360.
• BUILD A POSITIVE TEAM.
• COMMUNICATE.
• BE WILDLY PASSIONATE.
• TAKE OWNERSHIP.
• LEARN + INNOVATE.
• EMBRACE CHANGE

As part of an organizational culture that embraces change and progress, this job description does not seek to limit the tasks and responsibilities of the position. Rather, it acts as a springboard for future career and personal development within the property team and entire Modus Hotels’ community.

We are an equal opportunity employer. We actively respect the right of any qualified individual who performs to Modus standards to work. Discrimination based on gender, age, race, religion, national origin, marital status, sexual orientation, disability, or any other characteristic not related to performance, ability or attitude protected by state or federal law, is disrespectful, bad business and won’t be tolerated. It’s also illegal.

Modus by PM Hotel Group will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

This description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

While this is a salaried position, be prepared to accommodate varying schedules including nights, weekends, and holidays, as required. This position will require moving self in different positions to accomplish tasks in various environments. The position may require moving greater than 80% of the time.