Director Of Guest Services (Front Office) | Motto By Hilton Washington Dc City Center | Modus By Pm Hotel Group

We’re looking for a Director of Guest Services that is a hard-working, charismatic person who wants to grow in hotel operations. The ideal candidate is dedicated, personable, professional, and communicates well. This person will lead our Guest Services department, directly reporting to the Assistant General Manager and will be a critical role in the hotel’s continued success.
This individual will reside in the Washington DC area; this is a 100% on-site position at the hotel. This is an exempt position that reports to the Assistant General Manager.
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

• A growing team looking to expand with authentic and genuine individuals who recognize the importance of team engagement.
• Passionate - about hospitality and fostering an environment where associates will thrive.
• Innovators - we are a lifestyle hotel management company that is constantly evolving. We are open minded individuals who embrace change.
• Recognized as a Top Workplace in The Washington Post and Philadelphia Inquirer over the past 8 years.
• A company that has a culture of promoting from within.
• 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.
• 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.

What You'll Do

• Continuously consider the bigger picture and understand your impact on the team, the hotel, and the company.
• 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.
• Coach, develop, and train your team within the Motto Service Culture and Modus Vision. Champion our culture and vision.
• Take full ownership of the Front Office Department through holding 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 operation.
• Maintain a positive, supportive culture that brings colleague excitement into each day.
• Collaborate upwards, downwards, and laterally, looking forward and strategically planning the guest experience from beginning to end.

What You Bring to the Table

• Passion for hospitality will be apparent, just in speaking with you.
• You’ll know how to handle funds responsibly and reliably, and you'll be able to use the tools of the trade: computers, databases, and property management systems, and be able to train your team to do the same.
• As a senior leader at the property, you will be an example of the Modus Vision and Core Values in action.
• You’re not afraid of feedback. You know how to accept and give feedback upwards, downwards, and laterally in a professional way.
• You’ll have in-depth knowledge of the local neighborhood and city.
• You’ll have experience in coaching, mentoring, and teambuilding.
• Our fast-paced environment requires that you communicate clearly and have a high level of professionalism.
• You have worked in hotels for at least 5 years, and 2 of them have been in a leadership role with brand experience preferred.

What’s In It for You

• Generous health, dental and vision insurance, plus 401K, all available on day 1!
• Generous PTO package and 9 paid holidays.
• Leadership courses to improve your personal and interpersonal effectiveness.
• Tuition reimbursement opportunities – when you grow, we grow!
• Coaching, feedback, and mentorship to develop your individual role and career goals.
• Comprehensive onboarding and training plan to set you up for success.
• Paid Parental Leave.
• Opportunities to volunteer and give back to our local communities.

Non-Negotiables (Our Core Values)

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

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 by PM Hotel Group’s 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 will require moving at least 50% of the time and lifting up to 30 lbs.

Qualifications

Skills

Behaviors

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Motivations

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Education

Experience

Required
2 years: Guest Services/Front Office Leadership

5 years: Hotel Experience

Preferred
2 years: Branded Hotel Experience

Licenses & Certifications

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)

Job Type: Full-time

Benefits:

• Vision insurance
• Retirement plan
• Tuition reimbursement
• Parental leave
• Health insurance
• 401(k)
• Dental insurance
• Paid time off

Schedule:

• 8 hour shift

Work Location: In person