Front Office Leader: Guest Experience & Team Growth

Shamin Hotels, Inc.; Williamsburg (VA); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Discounts (Hilton & Shamin)

Referral bonus

Leadership training

Job summary

Shamin Hotels, Inc. in Williamsburg, VA, is seeking a 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, coach a desk team, and ensure accurate check-in/out, reservations, and guest requests. This role focuses on maintaining brand standards, driving guest satisfaction scores, managing scheduling and labor, and partnering with Housekeeping and Maintenance to maximize sellable inventory.

Responsibilities

• Lead daily front desk operations, including check-in/check-out, reservations, guest requests, and night audit oversight.
• Own the department’s guest satisfaction and service scores, monitor 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 occupancy while maintaining service quality.
• Maintain cash handling, credit, and deposit controls, and ensure accurate shift balancing and audits.
• Support revenue goals through room inventory management, upselling, and Hilton Honors enrollment.
• Collaborate with Housekeeping and Maintenance on room status and inventory 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.

Job description

Shamin Hotels, Inc. in Williamsburg, VA, is seeking a 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, coach a desk team, and ensure accurate check-in/out, reservations, and guest requests. This role focuses on maintaining brand standards, driving guest satisfaction scores, managing scheduling and labor, and partnering with Housekeeping and Maintenance to maximize sellable inventory.