Guest Experience Leader, Front Office

Sheraton; Richmond (VA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid Time Off for full-time and part‑t

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;

Job summary

The Four Points by Sheraton Richmond, managed by SMI Hotel Group, seeks a Guest Service Manager to lead the Front Office team and deliver exceptional guest experiences. You will be an engaged, visible leader who coaches associates and collaborates with other departments to ensure smooth operations.

Responsibilities include supervising daily Front Office tasks, maintaining high guest satisfaction, monitoring feedback, and ensuring adherence to brand standards and hotel policies.

Qualifications

• Two to four years of supervisory or management experience in Front Office or related hotel operations.
• Strong leadership and coaching skills.
• Excellent verbal and written communication.

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.
• Perform other duties as assigned.

Skills

Supervisory experience

Front Office operations

Leadership

Communication skills

Job description

The Four Points by Sheraton Richmond, managed by SMI Hotel Group, seeks a Guest Service Manager to lead the Front Office team and deliver exceptional guest experiences. You will be an engaged, visible leader who coaches associates and collaborates with other departments to ensure smooth operations.

Responsibilities include supervising daily Front Office tasks, maintaining high guest satisfaction, monitoring feedback, and ensuring adherence to brand standards and hotel policies.