Guest Experience Leader — Front Desk & Team Coach

mcrhotels.com; Richmond (VA); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Weekly Pay

Paid Time Off

Retirement Options

Referral bonuses

Career advancement & upward mobility

Health, Dental, Vision Insurance

Job summary

MCR is seeking a Front Desk Manager for our Richmond, VA property. You will direct all Front Desk operations, lead a team, and ensure exceptional guest service while coordinating with other departments to meet financial goals.

The role requires prior Front Office management experience, strong English communication, and the ability to utilize the PMS system for information retrieval and decision making. A flexible schedule is needed including nights and weekends.

Qualifications

• High school diploma or equivalent.
• 2-year degree in Hotel/Restaurant Management or related field preferred.
• Previous Front Office management experience required.
• Excellent verbal and written English communication skills, second language helpful.
• Ability to access, retrieve, and leverage information from the PMS system.
• Strong leadership and communication skills.
• A flexible schedule that includes days, nights, holidays, and weekends.

Responsibilities

• Manage all Front Desk functions and supervise Front Desk team members.
• Lead, train, and coach staff to deliver outstanding guest service.
• Monitor staffing levels to meet guest service, operational needs, and financial objectives.
• Handle complaints, settle disputes, and resolve grievances.
• Support upselling and same-day revenue initiatives.

Skills

Leadership

Communication

Problem solving

Team motivation

Education

High school diploma or equivalent

Associate degree in Hotel/Restaurant Management or related field

Tools

PMS system

Job description

MCR is seeking a Front Desk Manager for our Richmond, VA property. You will direct all Front Desk operations, lead a team, and ensure exceptional guest service while coordinating with other departments to meet financial goals.

The role requires prior Front Office management experience, strong English communication, and the ability to utilize the PMS system for information retrieval and decision making. A flexible schedule is needed including nights and weekends.