Guest Services Supervisor

We are a Firm where people truly believe in what they do and strive to achieve the highest standards of performance and success.

This position is based in our Washington D.C. office.

General Description:

We are seeking a Guest Services Supervisor to join our team. The Guest Services Supervisor is responsible for ensuring excellent customer service and satisfaction within H&K. The position is a combination of managerial, administrative, and customer-facing duties. The Guest Services Supervisor oversees the daily operations of the guest services department to ensure exceptional guest experiences. They lead and motivate a team of guest service representatives, handle guest inquiries and complaints, and coordinate with other departments to ensure accuracy and timely fulfillment of requests.

Key Responsibilities and Essential Job Functions:

• Supervise and mentor guest service representatives.
• Provide training and ongoing coaching to ensure high-quality service standards.
• Schedule staff and allocate resources effectively to meet guest needs.
• Serve as the primary point of contact for guest inquiries, requests, and complaints.
• Address guest issues promptly and effectively, ensuring resolution to their satisfaction.
• Maintain a welcoming and professional demeanor at all times.
• Assist in the planning/execution of office and firm events.
• Oversee front desk operations, including check-in, check-out, and room reservations.
• Monitor room availability and coordinate with housekeeping and maintenance teams.
• Ensure compliance with company policies and procedures.
• Liaise with other departments such as local IT Support, housekeeping, maintenance, and food and beverage to address guest needs and resolve issues.
• Liaise with catering vendors, maintain list and ensure compliance with building processes for all vendors.
• Maintain accurate records of guest interactions, complaints, and resolutions.
• Prepare reports on departmental performance and guest feedback.
• Assist with administrative tasks such as vendor invoicing and inventory management.
• Conduct regular inspections of guest rooms and public areas to ensure cleanliness and maintenance standards are met.
• Monitor guest satisfaction scores and implement improvements as needed.
• Special projects and duties as assigned.

Required Skills:

• Excellent interpersonal and communication skills, with the ability to interact effectively with guests and team members.
• Strong problem-solving abilities and the capacity to handle difficult situations calmly and professionally.

Required Qualifications & Education:

• Previous experience in a guest service or hospitality role, with at least 2-3 years in a supervisory or leadership position.
• Proficiency in meeting room booking software and Microsoft Office Suite.
• Flexibility to work various shifts, including weekends, and holidays.
• A high school diploma or equivalent qualification; a degree in hospitality management or a related field is preferred.

Physical Requirements:

• Ability to sit or stand for extended periods of time.
• Moderate or advanced keyboard usage

This position may be filled in District of Columbia. The base salary range for this position is $82,000/yr - $123,000/yr. This range may not be applicable to other locations.  An individual's actual compensation will depend on the individual's qualifications and experience. In addition to the base compensation, Holland & Knight provides bonus opportunities and an exceptional benefits package.

Benefits: Our goal is to promote a work environment in which individuals have access to the resources they need to be their best both professionally and personally, which includes resources that encourage individuals to focus on their health and well-being.

Below is a list of just some of the benefits we offer: comprehensive medical (PPO and HDHPs), dental and vision plans including coverage for domestic partners; life and AD&D insurance; short and long term disability insurance; tax-advantaged accounts for health care expenses, including FSAs and HSAs; FSAs for dependent care; health advocacy services; behavioral health and counseling resources for all family members; 401(k); profit sharing; pre-tax transit and parking program; backup dependent care; senior care planning support