Guest Services Manager

Hilton Richmond; United States; On-site; USD 50,000 - 77,000; Full time

Job summary

Hilton Richmond is seeking a Guest Services Manager to oversee daily Front Office operations, ensuring exceptional guest experiences, efficient processes, and adherence to brand standards. You will lead, train, and motivate front desk staff, foster a positive team environment, and maintain the highest level of guest satisfaction.

In this role you supervise scheduling, payroll approvals, and performance evaluations, resolve escalated guest concerns, and collaborate with Housekeeping and

Qualifications

• Education: High school diploma or equivalent.
• Experience: 3+ years in front office or guest services.
• Supervisory experience: at least 1 year.
• Experience with PMS preferred.

Responsibilities

• Oversee all front office operations and guest arrivals.
• Train and coach front desk staff to meet service standards.
• Manage scheduling and payroll approvals.
• Resolve guest complaints promptly to ensure satisfaction.
• Coordinate with Housekeeping and Maintenance to maximize efficiency.
• Ensure safety, security, and brand policy compliance.

Skills

Leadership

Interpersonal skills

Problem-solving

Organizational skills

Microsoft Office

Education

High School Diploma

Tools

OnQ

Opera PMS

Front Office Software

Job description

250 rooms | 17,634 sq. ft. total event space across 13 meeting rooms Amenities 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-$77,000.00

Position Overview

The 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.

Position Information

Job Title: Guest Services Manager Department: Front Office Supervision Exercised: Front Office Associates Supervision Received: General Manager

Minimum Requirements

• Education: High school diploma or equivalent required.
• Experience: Minimum 3 years of progressive front office or guest services experience in a hotel environment.
• Experience: At least 1 year of supervisory or management experience required.
• Experience with hotel property management systems (OnQ, Opera, or similar) preferred.

Skills and Knowledge

• Strong 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 Duties

• 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.

Equal Opportunity Statement

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.