Front Office Guest Experience Leader

SMI Hotel Group; Richmond (VA); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid Time Off for full-time and part-?

401(k) plan with company match

Hotel discounts

Paid holidays

Early access to earned wages

Company-paid basic life insurance

Company-paid short-term and long-term 

Company-paid accident and hospital Ind

Job summary

SMI Hotel Group seeks a Guest Service Manager to lead the Front Office team at the Four Points by Sheraton Richmond. You will drive guest experience, supervise daily operations, and coach staff to deliver professional, friendly service aligned with Marriott standards.

The role requires visible leadership, a focus on guest satisfaction, and close collaboration with other departments to maximize occupancy and revenue in a dynamic hotel environment.

Qualifications

• 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 manage and motivate a diverse team in a fast-paced hotel environment.

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.

Skills

Leadership

Front Office

Communication

Staff coaching

English fluency

Job description

SMI Hotel Group seeks a Guest Service Manager to lead the Front Office team at the Four Points by Sheraton Richmond. You will drive guest experience, supervise daily operations, and coach staff to deliver professional, friendly service aligned with Marriott standards.

The role requires visible leadership, a focus on guest satisfaction, and close collaboration with other departments to maximize occupancy and revenue in a dynamic hotel environment.