Guest Service Manager - Delta by Marriott Richmond Downtown

Delta Hotels•Richmond, VA

5d•Onsite

About The Position

Managed by SMI Hotel Group, a growing hotel management company with upscale, full-service hotels in Virginia and Texas, the Delta by Marriott Richmond Downtown is an award-winning 298 room upscale hotel, located in the heart of downtown's financial district, along the banks of the James River. Guests can choose to stay in and enjoy the comfort and style of our casual restaurant and bar, or have an adventure of mountain biking or kayaking just steps from our door. Shopping, dining, night life, as well as historic Shockoe Slip and Shockoe Bottom are also just blocks away. The property features over 13,000 square feet of flexible meeting and event space, which can accommodate groups from 5 to 500. We are seeking a highly motivated and team oriented Guest Service Manager to join and lead our Delta by Marriott Richmond Downtown front office team, to include front desk agents and supervisors, night audit staff, and shuttle drivers. The ideal candidate is responsible for the overall operation of the Front Office, and ensuring that our guests have a positive and memorable experience during their stay. Acting as the face of the hotel, the Guest Service Manager will lead by example and provide support and coaching to the team.

Requirements

Two to four years’ experience in Front Office/Housekeeping/Guest Services management role.
Speak, read, write and understand English.
Superior communication skills (verbal and written)
Knowledge of the principles and practices within the Rooms Division.
Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
Ability to make decisions with only general policies and procedures available for guidance.
Ability to apply supervisory/management soft skills.
Ability to work evenings, weekends and holidays.

Responsibilities

Manage and motivate front office personnel through daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure total guest satisfaction.
Develop and communicate departmental strategies and goals.
Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.
Be highly visible in the front office and hotel lobby, interacting with guests and acting on all feedback received in a timely manner.
Ensure all SMI and Marriott standards are complied with and that policies and procedures are consistently applied.
Respond quickly to guest requests or complaints in a friendly, professional manner and always follow up to ensure guest satisfaction.
Monitor room inventory status to achieve optimal levels of revenues while meeting high levels of guest expectations.
Check and control room reservations, front office systems, supplies inventory, payroll, scheduling, forecasting and department budget to maximize profitability.
Maintain close communication with housekeeping, sales, maintenance and all other departments.
Uphold a professional image at all times through appearance and dress.
Serve as the hotel Manager on Duty during scheduled shifts.
Perform other duties as assigned.