Lead Guest Service Agent Washington DC

PM Hotel Group; Washington (District of Columbia); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K

PTO on Day 1

Paid holidays

Parental Leave

Tuition reimbursement

Job summary

PM Hotel Group is seeking a Lead Guest Service Agent to lead a dynamic front desk team in Washington, DC. The role requires strong leadership, guest service excellence, and the ability to supervise a team in a fast-paced environment.

You will act as MOD, make critical decisions, and ensure smooth operations with urgency and a friendly demeanor. You’ll coordinate with guest services leaders, provide exceptional personalized service, and help create a welcoming, local experience for guests.

Qualifications

• Leadership and supervisory experience in guest services.
• Strong communication skills, both verbal and written.
• Open availability and ability to work varied shifts (days/nights/holidays).
• Proficiency with Microsoft Office.

Responsibilities

• Serve as the MOD during your shift and take responsibility for decisions.
• Support guest services leaders and hotel team.
• Maintain a positive environment that drives colleague engagement.
• Lead during days, nights, holidays, and weekends.
• Provide exceptional personalized guest service.

Skills

Leadership

Guest services

Team supervision

Communication

Organization

Adaptability

Microsoft Office

Tools

Microsoft Office

Job description

Description

We are looking for a Lead Guest Service Agent that possesses strong leadership skills, experience in guest services and supervising a team. They will be well organized, able to work in a fast-paced environment and have a good sense of urgency. They will have strong communication skills with both team members and guests, have a friendly and kind demeanor, as well as the ability to think outside the box. The compensation range for this position is $21 - $23 per hour.

Who We Are

• Recognized as a Top Workplace in The Washington Post and Philadelphia Inquirer over the past 9 years.
• Passionate – about hospitality and fostering an environment where associates will thrive.
• Culture driven – dedicated to respect, teamwork, an entrepreneurial spirit, and the drive to succeed.
• Unique - we encourage our associates to express themselves and their individual talents. We celebrate diversity and are committed to equity and inclusion.
• Innovators – we are a lifestyle hotel management company that is constantly evolving. We are open minded individuals who embrace change.
• A growing team looking to expand with authentic and genuine individuals who recognize the importance of team engagement.
• A company that has a culture of promoting from within.

What You Will Be Doing

• Serve as the MOD during your shift and take responsibility for any decisions made during your shift.
• Provide support to guest services leaders and the entire hotel team.
• Maintain a positive, supportive environment that drives colleague engagement every day.
• Provide leadership during a variety of shifts including days, nights, holidays, and weekends.
• Provide exceptional personalized customer service and experiences to guests.
• Live like a local. Knowledge of the neighborhood and city.
• Think on your feet, use good judgement, and problem-solve in a fast-paced environment.
• Create a warm and welcoming atmosphere.

What We’re Looking For

• Passion for hospitality and providing excellent guest service. This enthusiasm will be apparent from speaking with you.
• Exceptional communication skills both verbal and written.
• 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

• Generous health, dental and vision insurance, plus 401K, all available on day 1!
• Access to free virtual fitness classes and discounted in-personmemberships.
• Gifted PTO on Day 1 + paid holidays
• Paid Parental Leave
• Tuition reimbursement opportunities – when you grow, we grow!

Non-Negotiables (Our Core Values)

• BE WILDLY PASSIONATE.Inspire others with your thirst for excellence.
• BE CURIOUS.Learn rapidly and eagerly.
• BE INNOVATIVE.Create new ideas that prove useful.
• EMBRACE CHANGE.Remain agile, flexible and nimble to thrive in an evolving world.
• LISTENwith the intent to understand. Share all relevant information.
• HAVE INTEGRITY.Be honest and straightforward with everyone.
• USE GOOD JUDGMENT.Make wise decisions, even in the face of ambiguity.
• BUILD A POSITIVE TEAM.Learn from one another and help each other to be great.
• SERVE OTHERS.Our guests, community, and each other. Be a part of the bigger picture.
• LIVE 360.Practice work-life balance.

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.

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.

This position is non-exempt and will require standing and moving at least 75% of the time.