Guest Services Supervisor

Hilton Richmond; Richmond (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading hotel management company is seeking a Guest Services Supervisor for its Richmond location. The role involves overseeing Front Desk operations, ensuring guest satisfaction, and managing staff performance. Ideal candidates will have a strong background in customer service and hospitality, with the ability to lead effectively in a fast-paced environment.

Qualifications

• Previous experience as a Guest Service Agent or similar role.
• Ability to communicate effectively in English.
• Ability to enforce policies and lead staff.

Responsibilities

• Supervising all aspects of Front Desk functions.
• Ensuring guest satisfaction through prompt service.
• Managing cashiering procedures and resolving disputes.

Skills

Customer Service

Problem Solving

Leadership

Education

High school diploma or equivalent

Some college preferred

Job description

Guest Services Supervisor page is loaded

Guest Services Supervisor

Apply locations Hilton Richmond Downtown Richmond, VA 23219
time type Full time
posted on Posted 3 Days Ago
job requisition id JR101789

At HRI Hospitality, we offer a unique perspective on hotel ownership and management.

We’re here to expand the possibilities of what once was, with our history of restoring properties to their former glory as well as new build projects that become the center of their vibrant urban community. We take it to the next level.

We are looking for people to join our team who share a passion for warm welcomes and creating unforgettable guest experiences. With a wide array of brands in exciting locations, HRI Hospitality is the destination to grow your career!

Job Description

Job Title: Guest Services Supervisor
Department: Front Desk
Supervision Exercised: Guest Service Agents
Supervision Received: Assistant General Manager, Guest Services Manager

Job Summary: Responsible for supervising all aspects of the Front Desk functions in accordance with hotel standards. Implements and maintains a service and management philosophy guiding staff.

Job Duties include:

1. Maintaining knowledge of hotel features, services, room types, rates, and policies.
2. Monitoring daily operations, including check-in/check-out, guest requests, and safe deposit procedures.
3. Overseeing staff performance, grooming, and adherence to standards.
4. Ensuring guest satisfaction through prompt and courteous service.
5. Managing cashiering procedures and resolving billing disputes.
6. Handling overbookings, walk guests, and coordinating with other departments.
7. Monitoring safety, security, and emergency procedures.
8. Completing administrative tasks such as payroll, work orders, and reports.

Minimum Requirements:

• High school diploma or equivalent, some college preferred.
• Previous experience as a Guest Service Agent or similar role.
• Ability to communicate effectively in English.
• Ability to enforce policies, prioritize tasks, and lead staff.
• Strong problem-solving and customer service skills.
• Ability to remain calm and professional under pressure.

HRI is an Equal Opportunity Employer and provides fair employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under law. Employment decisions are based on valid job-related requirements.