Front Office Manager

SHAMIN HOTELS MASTER • Leon, VA

12d • $50,000 - $60,000 • Onsite

About The Position

Shamin Hotels is looking for a guest-focused, hands-on Front Office Manager to lead the front desk at DoubleTree by Hilton Williamsburg. You will own the guest’s first and last impression of the hotel, starting with the signature warm cookie welcome. That means building a team that checks guests in accurately, recovers service issues quickly, and protects our guest satisfaction scores. If you know how to coach a desk team, can keep a shift calm when it gets busy, and care about the details, we want to meet you.

Requirements

• 2+ years of front desk experience in a hotel, including at least 1 year in a supervisory or leadership role.
• Demonstrated ability to lead, coach, schedule, and develop a team.
• Experience with a property management system (PMS).
• Working knowledge of cash handling, night audit, and reservation procedures.
• Strong service recovery and conflict resolution skills, with a calm, professional presence under pressure.
• Familiarity with brand guest-satisfaction scoring, and the ability to read data and act on it.
• Strong organizational skills, attention to detail, and the ability to prioritize in a fast-paced environment.
• Ability to stand and walk for extended periods and to lift up to 25 pounds.
• Must be able to work a flexible schedule, including weekends and holidays, as business needs require.

Nice To Haves

• Hilton OnQ experience preferred.

Responsibilities

• Lead daily front desk operations, including check-in and check-out, reservations, guest requests, and night audit oversight, to Hilton and DoubleTree brand standards.
• Own the department’s guest satisfaction and service scores.
• Monitor guest feedback, resolve escalations, and drive service recovery.
• Recruit, hire, onboard, train, and schedule the front desk team.
• Build bench strength and reduce turnover.
• Manage front desk labor to forecast and occupancy without cutting service quality.
• Maintain cash handling, credit, and deposit controls, and keep shift balancing and audit procedures accurate.
• Support revenue goals through room inventory management, upselling, and Hilton Honors enrollment.
• Work closely with Housekeeping and Maintenance on room status, turns, and out-of-order rooms to maximize sellable inventory.
• Act as Manager on Duty as scheduled, and respond to guest, safety, and security situations.
• Model Shamin’s service culture at every level of the department.

Benefits

• Comprehensive benefits for eligible team members, including medical, dental, and vision coverage.
• Paid time off
• A clear path for growth across a multi-property regional portfolio.
• Hotel and travel discounts through the Hilton brand family (Go Hilton) and Shamin Perks.
• $200 employee referral bonus.
• Hands-on training and development from a leadership team invested in your success.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree