Guest Services Manager

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

250 rooms | 17,634 sq. ft. total event space across 13 meeting roomsAmenities include: on-site restaurants (La Grotta, 1885 Café & Market), lobby bar (Gather & Hem), indoor pool, fitness center, EV charging, banquet & meeting support.Located in the heart of Virginia’s capital in the historic Miller & Rhoads building, this hotel is just steps from the Richmond Convention Center and Virginia State Capitol. Blending historic charm with modern amenities, it provides an engaging downtown environment for hospitality professionals serving both business and leisure travelers.Pay Range:$50,000.00-$77,000.00The Guest Services Manager is responsible for overseeing the daily operations of the Front Office to ensure exceptional guest experiences, efficient processes, and consistent adherence to company and brand standards. This role provides leadership, training, and direction to front desk staff, fosters a positive team environment, and maintains the highest level of guest satisfaction.JOB DESCRIPTIONJob Title: Guest Services ManagerDepartment: Front OfficeSupervision Exercised: Front Office AssociatesSupervision Received: General ManagerMINIMUM REQUIREMENTSEducationHigh school diploma or equivalent required.ExperienceMinimum 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.Skills and KnowledgeStrong leadership and interpersonal communication skills.Excellent problem-solving, decision-making, and conflict-resolution abilities.Advanced organizational skills and attention to detail.Proficient in Microsoft Office Suite (Outlook, Word, Excel).Ability to lead by example and motivate a diverse team.Flexibility to work a variety of schedules, including weekends and holidays.JOB DUTIESOversee 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.HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.