Guest Services Supervisor

Hilton; Richmond (VA); On-site; USD 22,000 - 33,000; Full time

Job summary

Hilton Richmond is seeking a Guest Services Supervisor to oversee front desk operations, greet guests, and ensure smooth check-in/check-out while upholding outstanding service standards.

You will mentor Guest Service Agents, manage cash handling, and coordinate with housekeeping and maintenance to keep the lobby welcoming and efficient. Weekend and holiday shifts are included.

Qualifications

• High school diploma or equivalent required.
• 1–2 years of hotel front desk or supervisory experience preferred.
• Knowledge of hotel systems (OnQ, Opera, or similar) a plus.
• Prior supervisory or team lead experience preferred.

Responsibilities

• Supervise and assist Guest Service Agents with daily front desk operations.
• Greet guests warmly and ensure a smooth check-in and check-out process.
• Handle guest concerns promptly and professionally to ensure satisfaction.
• Support training and development of front desk staff.
• Monitor accuracy of cash handling, billing, and shift reports.
• Coordinate with Housekeeping and Maintenance to ensure room readiness.

Skills

Leadership

Communication

Guest service

Problem-solving

Multitasking

Cash handling

MS Office

Education

High school diploma or equivalent

Tools

OnQ

Opera

Job description

250 rooms | 17,634 sq. ft. total event space across 13 meeting roomsAmenities include: on-site restaurants (La Grotta, 1885 Café & Market), lobby bar (Gather & Hem), indoor pool, fitness center, EV charging, banquet & meeting support.Located in the heart of Virginia’s capital in the historic Miller & Rhoads building, this hotel is just steps from the Richmond Convention Center and Virginia State Capitol. Blending historic charm with modern amenities, it provides an engaging downtown environment for hospitality professionals serving both business and leisure travelers.Pay Range:$16.00-$24.00The Guest Services Supervisor assists with overseeing front desk operations, ensuring a smooth check-in and check-out process, and maintaining exceptional guest service standards. This role provides support and guidance to front desk staff, promotes teamwork, and ensures a positive guest experience throughout their stay.JOB DESCRIPTIONJob Title: Guest Services SupervisorDepartment: Front OfficeSupervision Exercised: Guest Services AgentSupervision Received: Assistant Guest Services Manager / Director of RoomsMINIMUM REQUIREMENTSEducationHigh school diploma or equivalent required.Experience1–2 years of hotel front desk or supervisory experience preferred.Knowledge of hotel systems (OnQ, Opera, or similar) a plus.Prior supervisory or team lead experience preferred.Skills and KnowledgeStrong leadership and communication skills.Excellent guest service and problem-solving abilities.Ability to multitask and remain professional under pressure.Proficient in Microsoft Office (Outlook, Word, Excel).Knowledge of cash handling and front desk procedures.Flexibility to work various shifts, including weekends and holidays.JOB DUTIESSupervise and assist Guest Service Agents with daily front desk operations.Greet guests warmly and ensure a smooth check-in and check-out process.Handle guest concerns promptly and professionally to ensure satisfaction.Support training and development of front desk staff.Monitor accuracy of cash handling, billing, and shift reports.Coordinate with Housekeeping and Maintenance to ensure room readiness.Maintain a clean, welcoming, and organized front desk and lobby area.Enforce company policies, safety, and brand standards.Perform additional duties as assigned by management.HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.