Guest Services Supervisor

Hilton Richmond; United States; On-site; USD 22,000 - 33,000; Full time

Job summary

Hilton Richmond is seeking a Guest Services Supervisor to oversee daily front desk operations, ensure a smooth check-in and check-out, and uphold exceptional guest service standards. The role supports and guides front desk staff, promotes teamwork, and ensures a positive guest experience throughout every stay.

Located in the heart of Virginia’s capital, within the Miller & Rhoads building, the property blends historic charm with modern amenities and offers on-site dining, a lobby bar, pool, and

Qualifications

• Education: High school diploma or equivalent.
• Experience: 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.
• 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.

Skills

Customer service

Front desk

Supervisory

Team leadership

Education

High school diploma or equivalent

Tools

OnQ

Opera

Hotel systems

Job description

250 rooms | 17,634 sq. ft. total event space across 13 meeting rooms Amenities 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-$24.00

The 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 DESCRIPTION

Job Title: Guest Services Supervisor

Department: Front Office Supervision

Exercised: Guest Services Agent

Supervision Received: Assistant Guest Services Manager / Director of Rooms

MINIMUM REQUIREMENTS

• Education: High school diploma or equivalent required.
• Experience: 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.

JOB DUTIES

• 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.
• 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.