Guest Experience Manager

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

Job summary

HRI Hospitality’s Richmond property is seeking a Guest Services Manager to oversee front desk operations, staff training, scheduling, and guest satisfaction. You will lead a team to deliver exceptional service, manage payroll and performance, and ensure operational efficiency.

The role reports to the General Manager and requires strong leadership, cash handling accuracy, and collaboration with housekeeping and maintenance to maintain brand standards.

Qualifications

• High school diploma or equivalent required.
• Minimum 3 years of progressive front office or guest services experience in a hotel.
• 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.
• Perform additional duties as assigned by management.

Skills

Leadership

Interpersonal skills

Problem solving

Organizational skills

Microsoft Office

Staff motivation

Flexibility in scheduling

Education

High school diploma

Tools

OnQ

Opera

PMS (General)

Job description

HRI Hospitality’s Richmond property is seeking a Guest Services Manager to oversee front desk operations, staff training, scheduling, and guest satisfaction. You will lead a team to deliver exceptional service, manage payroll and performance, and ensure operational efficiency.

The role reports to the General Manager and requires strong leadership, cash handling accuracy, and collaboration with housekeeping and maintenance to maintain brand standards.