Guest Experience Manager - Front Office

Shamin Hotels Master; Chester (VA); On-site; USD 23,000 - 25,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance (short and long)

Pet insurance

Gym membership discounts

Paid time off

Paid holidays

Shamin Perk discounts

Rental cars and attractions

Footwear discounts

401K with company match

Employee discounts at branded hotels

Job summary

Shamin Hotels is seeking an experienced Front Office Manager in Chester, VA to lead the front desk team, ensure exemplary guest services, and manage scheduling and training. The role requires strong financial acumen and a customer-centric approach to optimize occupancy and revenue.

You’ll supervise Front Desk staff, enforce policies, and drive guest satisfaction across hotel operations. Join a family-owned company with a rich Virginia heritage and opportunities for growth.

Qualifications

• Bachelor’s Degree and/or extensive experience in a hotel or related field required.
• 3+ years of hotel brand experience preferred.
• Strong financial knowledge required.
• Must be able to work with and understand financial information and data, and possess basic mathematical skills
• Reading, Writing, Basic Math
• Knowledge of Brand systems preferred.

Responsibilities

• Supervises Front Desk staff: hiring, firing, performance evaluations, training, and development.
• Maintains standards of guest service quality.
• Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Contributes to the profitability and guest satisfaction perception of other hotel departments.
• Develops short-term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel.
• Increases the level of guest satisfaction by delivering an improved product through employee development, job engineering and a quality image.
• Manages the reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling by employees.
• Maintains procedures for credit control and handling of financial transactions.
• Maintains procedures for the security of monies, guest security, and emergency procedures.
• Receives department-related guest complaints and ensures corrective action is taken.
• Schedules staff according to labor standards and forecasted occupancy.
• Ensures cross-selling of other Shamin Hotels by hotel staff.
• Knows and complies with all company policies and procedures about this position and its duties.

Skills

Team Up

Own It

Passionately Serve

Education

Bachelor’s Degree or hotel experience

Job description

Shamin Hotels is seeking an experienced Front Office Manager in Chester, VA to lead the front desk team, ensure exemplary guest services, and manage scheduling and training. The role requires strong financial acumen and a customer-centric approach to optimize occupancy and revenue.

You’ll supervise Front Desk staff, enforce policies, and drive guest satisfaction across hotel operations. Join a family-owned company with a rich Virginia heritage and opportunities for growth.