Front Office Manager: Guest Experience & Team Leadership

Hilton; Richmond (VA); On-site; USD 50,000 - 77,000; Full time

Job summary

Hilton Richmond Downtown is seeking a Guest Services Manager to lead the Front Office, ensuring seamless guest arrivals and departures while upholding brand standards.

You will supervise front desk staff, manage scheduling and payroll, resolve guest concerns promptly, and collaborate with Housekeeping and Maintenance to maximize efficiency. Requirements: minimum 3 years in hotel guest services, at least 1 year in a supervisory role, and experience with OnQ or Opera preferred.

Qualifications

• High school diploma or equivalent required.
• Minimum 3 years of progressive front office or guest services experience in a hotel environment.
• At least 1 year of supervisory or management experience required.
• Experience with hotel property management systems (OnQ, Opera, or similar) preferred.

Responsibilities

• Oversee all front office operations, ensuring smooth guest arrivals, departures, and service delivery.
• Supervise, train, and coach front desk staff to achieve departmental goals and maintain service standards.
• Manage scheduling, payroll approvals, and daily performance evaluations.
• Resolve guest complaints promptly and professionally to ensure complete satisfaction.
• Monitor and verify accuracy in cash handling, billing, and reporting.
• Partner with Housekeeping, Maintenance, and other departments to coordinate operations and maximize efficiency.
• Ensure compliance with safety, security, and brand policies at all times.
• Support the Director of Rooms with administrative tasks, budgeting, and operational planning.

Skills

Leadership

Interpersonal communication

Problem solving

Organizational skills

Conflict resolution

Education

High school diploma or equivalent

Tools

OnQ

Opera

Microsoft Office Suite

Job description

Hilton Richmond Downtown is seeking a Guest Services Manager to lead the Front Office, ensuring seamless guest arrivals and departures while upholding brand standards.

You will supervise front desk staff, manage scheduling and payroll, resolve guest concerns promptly, and collaborate with Housekeeping and Maintenance to maximize efficiency. Requirements: minimum 3 years in hotel guest services, at least 1 year in a supervisory role, and experience with OnQ or Opera preferred.