Manager | Guest Services | Motto by Hilton Washington DC City Center

We’re looking for a Guest Services Manager that is a hard-working, charismatic person who wants to grow in hotel operations. The ideal candidate is dedicated, personable, professional, communicates well, and has previous hotel front office management experience. This person will be a leader on our Guest Services Team and will be critical in the hotel’s continued success. This is a full-time, on-site, exempt position that reports to the Director | Guest Services. The salary range for this position is $62,000-$75,000.

The Property

Motto DC City Center is one of DC’s first Micro Hotels. Motto is unique and embraces the diverse flavor of hundreds of different locations and personalities. We all share a common purpose that drives our actions, conversations, and efforts on the job. We desire to create a welcoming space that’s unique to the locale, that serves our guests like the helpful host team members aspire to be. We share a common purpose that drives our actions, conversations, and efforts on the job. We strive to create a welcoming space that’s unique to our city, while aspiring to serve our guests like accommodating hosts.

Who We Are

• 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.
• Recognized as a Top Workplace in The Washington Post and Philadelphia Inquirer.

What You Will Be Doing

• Act as a leader with the Front Office Department. Hold yourself and others accountable, set clear expectations and address issues directly.
• Roll up your sleeves and be prepared to involve yourself in the day-to-day operations, adjusting your schedule if needed to provide support for all three shifts.
• Hold yourself accountable and lead by example; showing integrity by always doing the right thing, even when no one is looking.
• Hire, coach, develop, and train your team, upholding our service culture and brand standards, be a champion of our vision and ethos.
• Leading your team to personalize experiences and connect guests to the unexpected in our city.
• Maintain a positive, supportive environment that drives colleague engagement every day.
• Collaborate upwards, downwards, and laterally with other departments, proactively and strategically planning the guest experience from beginning to end.
• Treat the colleague experience as you would our guest experience. Set your team up for success and understand how to pivot when plans and circumstances change.
• Continuously consider the bigger picture and understand your impact on the team, the hotel, and the company.
• Provide exceptional personalized service and experiences to guests, measured by TripAdvisor and other guest satisfaction tools.
• Live like a local - have passion and knowledge of the city and the hotel’s neighborhood, educating your team on the same.
• Think on your feet, use good judgement and problem solve in a fast-paced environment.

What We’re Looking For

• Passion for hospitality and providing excellent guest service. This enthusiasm will be apparent from speaking with you.
• A curious, creative, dynamic leader who is unsatisfied with the status quo.
• Inspiring and motivational leader with a focus on development and providing feedback.
• Seeking growth and development in hotel operations.
• Caring, genuine, and relentlessly detail oriented.
• 3 years of hotel experience, at least 2 of them in a leadership role.
• Professionalism and exceptional communication skills both verbal and written.
• Experience in coaching, mentoring, and leading others.
• In-depth knowledge of our local neighborhood and city.
• Comfortable with feedback. You know how to accept and give feedback upwards, downwards, and laterally in a professional way.
• Able to be on your feet for long periods of time.
• Understanding that you are the person who has the greatest impact on our guests' experience and take a thoughtful approach to their needs.

What’s In It for You

• Competitive compensation package, including quarterly incentive plan.
• Generous health, dental and vision insurance, plus 401K.
• Comprehensive onboarding and training plan to set you up for success.
• Coaching, feedback, and mentorship to develop yourself and your team.
• Personalized development plan to fit your individual role and career goals.
• Leadership courses to improve your personal and interpersonal effectiveness.
• Monthly fitness and transportation credits.
• Gifted PTO on day 1 paid holidays.
• Opportunities to volunteer and give back to our local communities.
• Paid Parental Leave.
• Tuition reimbursement opportunities – when you grow, we grow!

Non-Negotiables (Our Core Values)

• SERVE OTHERS.
• LIVE 360.
• BUILD A POSITIVE TEAM.
• COMMUNICATE.
• BE WILDLY PASSIONATE.
• TAKE OWNERSHIP.
• LEARN INNOVATE.
• EMBRACE CHANGE.

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 to performance, ability or attitude protected by state or federal law, is disrespectful, bad business and won’t be tolerated. It’s also illegal.

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.

While this is a salaried position, be prepared to accommodate varying schedules including nights, weekends, and holidays, as required. This position will require moving self in different positions to accomplish tasks in various environments. The position may require moving greater than 50% of the time.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor 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. 41 CFR 60-1.35(c)