Guest Services Supervisor | Motto by Hilton Philadelphia Rittenhouse Square | Modus by PM Hotel Group

We’re looking for a Guest Services Supervisor who is a hard-working, friendly, charismatic person who wants to personalize the guest experience. The ideal candidate is dedicated, personable, professional, and communicates well. This person will play a critical role in the Front Office team.

Motto by Hilton reimagines the hotel experience, making it smart, efficient, and approachable. We embrace the unique and diverse personalities of our colleagues and guests. We share a common purpose that drives our actions, conversations, and efforts on the job. Our goal is to create a welcoming space, that’s unique to our city and neighborhood.

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.
• Top 10 on Trip Advisor. We have high expectations and standards. It is always about the Guest Experience. We strongly believe in creating personalized and memorable connections, all of the time.
• A company that has a culture of promoting from within.
• Recognized as a Top Workplace in The Washington Post and Philadelphia Inquirer over the past 7 years.
  
  
  

What You Will Be Doing

• Serve as the MOD during your shift and take responsibility for any decisions made during your shift.
• Roll up your sleeves and be prepared to involve yourself in the day-to-day operations, adjusting your schedule if needed to provide support to all three shifts.
• Hold yourself accountable and lead by example; showing integrity by always doing the right thing, even when on no one is looking.
• Provide leadership during a variety of shifts including days, nights, holidays, and weekends.
• 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.
• Coach, develop, and train your team within our service culture, championing our vision and ethos.
• Collaborate upwards, downwards, and laterally, looking forward 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.
  
  
  

What We’re Looking For

• Passion for hospitality and providing excellent guest service. This enthusiasm will be apparent from speaking with you.
• 2+ years of FD experience with progressive responsibility. Branded experience preferred.
• Professionalism and exceptional communication skills both verbal and written.
• In-depth knowledge of our local neighborhood and city.
• Ability to use the tools of the trade - computers, databases, and property management systems, and be able to train your team to do the same, plus handling funds responsibility and reliably.
• Comfortable with feedback. You know how to accept and give feedback upwards, downwards, and laterally in a professional way.
• Knowledgeable in Microsoft Office.
• Open availability required. Must be prepared to work various shifts (7-3pm, 3-11pm, overnight, 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-person memberships
• 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.
• COMMUNICATE. Listen with 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.
  
  
  

Two more things . . .

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.