Guest Service Manager

Four Points by Sheraton Richmond•Richmond, VA

35d•Onsite

About The Position

Managed by SMI Hotel Group, a growing hotel management company with upscale, full-service hotels in Virginia and Texas, the Four Points by Sheraton Richmond is a 195-room hotel featuring 11,000 square feet of meeting space and one of the most impressive outdoor event spaces in the greater Richmond area. We are seeking a highly motivated, guest-focused, and team-oriented Guest Service Manager to lead our Front Office team. The ideal candidate will be an engaged and visible leader who takes pride in creating exceptional guest experiences while developing and supporting a high-performing team. The Guest Service Manager is responsible for the overall operation of the Front Office, ensuring that guests receive professional, friendly, and memorable service throughout their stay. This position leads by example, provides coaching and guidance to associates, and works closely with other hotel departments to ensure smooth and efficient operations.

Requirements

Two to four years of supervisory or management experience in Front Office, Guest Services, Rooms Division, or a related hotel operations role.
Strong knowledge of Front Office and Rooms Division operations and best practices.
Excellent verbal and written communication skills.
Strong leadership, coaching, problem-solving, and decision-making skills.
Ability to analyze operational information and identify opportunities to improve service, efficiency, and profitability.
Ability to make sound decisions independently while working within established policies and procedures.
Ability to effectively manage and motivate a diverse team in a fast-paced hotel environment.
Professional appearance and demeanor with a strong commitment to guest service.
Ability to speak, read, write, and understand English.
Flexibility to work evenings, weekends, and holidays.

Responsibilities

Lead, manage, and motivate Front Office associates through effective daily supervision, including staffing, training, scheduling, coaching, performance management, and recognition.
Develop and communicate departmental goals and strategies that support the hotel's overall objectives.
Maintain a highly visible presence in the Front Office and hotel lobby, actively engaging with guests and associates.
Monitor guest feedback and promptly address requests, concerns, and complaints, following up to ensure guest satisfaction.
Conduct routine inspections of the Front Office, lobby, and public areas to ensure they consistently meet SMI Hotel Group and Marriott standards.
Ensure all SMI Hotel Group and Marriott policies, procedures, and brand standards are consistently followed.
Monitor room inventory and work closely with the appropriate departments to maximize occupancy, revenue, and guest satisfaction.
Oversee Front Office operations, including reservations, front office systems, supplies, payroll, scheduling, forecasting, and departmental expenses.
Maintain effective communication and collaboration with Housekeeping, Sales, Maintenance, Food & Beverage, and other hotel departments.
Promote a positive, professional, and team-oriented work environment.
Serve as the Manager on Duty during scheduled shifts and respond appropriately to operational and guest needs.
Ensure the Front Office team maintains a professional appearance and consistently delivers courteous and efficient service.
Perform other duties as assigned.