Guest Services Manager

Shamin Hotels Master; Virginia Beach (VA); On-site; USD 50,000 - 53,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Paid holidays

401K plan with company match

Employee discounts at hotels

Job summary

Shamin Hotels in Virginia Beach seeks a Guest Services Manager to ensure smooth front desk operations and exceptional guest service, supporting the Front Office Manager in daily activities and staff management.

The role requires guiding check-in/out, handling inquiries, and delivering personalized service, with responsibilities spanning supervision, training, and coordination with housekeeping and other teams.

Qualifications

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum 2-3 years of front desk or guest services experience in a hotel setting.
• Previous supervisory or management experience is a plus.

Responsibilities

• Provide outstanding customer service by addressing guest concerns, resolving complaints, and ensuring a positive hotel experience.
• Assist with VIP and special guest requests, ensuring personalized service.
• Monitor guest feedback and work with the team to improve satisfaction.
• Supervise front desk staff and ensure proper check-in/check-out and reservations procedures.
• Maintain accurate records of room availability, guest accounts, and billing.
• Handle emergency situations and follow hotel security protocols.
• Assist in hiring, training, and mentoring front office staff.
• Schedule and oversee daily shifts, ensuring adequate coverage.
• Conduct performance evaluations and provide feedback to employees.

Skills

Leadership

Team management

Customer service

Communication

Problem-solving

Flexibility

Education

Bachelor’s degree in Hospitality Management or related field

Tools

Opera PMS

PMS software

Job description

Job Details

Level: Management, Job Location: HOT166 - HILTON- VA BEACH - Virginia Beach, VA, Position Type: Full Time, Education Level: Not Specified, Salary Range: $50000.00 - $53000.00Salary/year, Travel Percentage: Negligible, Job Shift: Any, Job Category: Hospitality - Hotel, Position:Guest Services Manager

Location: Hilton Oceanfront
Reports To: Front Office Manager
Employment Type: Full-Time

Salary: Full Time, Exempt, open availability to include nights & weekends required. $50,000-$53,000

Job Summary

The Guest Services Manager role plays a key role in ensuring smooth and efficient front desk operations while delivering exceptional guest service. This position supports the Front Office Manager in overseeing daily front desk activities, managing staff, handling guest inquiries, and ensuring a seamless check-in and check-out process.

Key Responsibilities

• Guest Services & Experience:
  
  
  
  • Provide outstanding customer service by addressing guest concerns, resolving complaints, and ensuring a positive hotel experience.
  
  
  • Assist with VIP and special guest requests, ensuring personalized service.
  
  
  • Monitor guest feedback and work with the team to improve satisfaction.
  
  
  
  


• Front Desk Operations:
  
  
  
  • Supervise front desk staff, including receptionists, night auditors, and concierge personnel.
  
  
  • Ensure proper check-in, check-out, and reservation procedures are followed.
  
  
  • Maintain accurate records, including room availability, guest accounts, and billing.
  
  
  • Handle emergency situations and follow hotel security protocols.
  
  
  
  


• Staff Management & Training:
  
  
  
  • Assist in hiring, training, and mentoring front office staff.
  
  
  • Schedule and oversee daily shifts, ensuring adequate coverage.
  
  
  • Conduct performance evaluations and provide feedback to employees.
  
  
  
  


• Administrative & Financial Duties:
  
  
  
  • Assist with financial tasks such as handling payments, deposits, and cash reconciliation.
  
  
  • Monitor daily reports, room rates, and revenue management strategies.
  
  
  • Ensure compliance with hotel policies and industry regulations.
  
  
  
  


• Collaboration & Communication:
  
  
  
  • Work closely with housekeeping, maintenance, and other departments to ensure guest needs are met.
  
  
  • Communicate effectively with management and staff to maintain a cohesive work environment.
  
  
  • Assist in implementing hotel policies, promotions, and special events.
  
  
  
  

Qualifications: Qualifications & Skills

• Education & Experience:
  
  
  
  • Bachelor’s degree in Hospitality Management or related field preferred.
  
  
  • Minimum 2-3 years of front office experience in a hotel setting.
  
  
  • Previous supervisory or management experience is a plus.
  
  
  
  


• Skills & Competencies:
  
  
  
  • Strong leadership and team management skills.
  
  
  • Excellent customer service and problem-solving abilities.
  
  
  • Proficiency in hotel management software (e.g., Opera, PMS).
  
  
  • Strong communication and organizational skills.
  
  
  • Ability to work in a fast-paced environment with flexibility in schedule (including nights, weekends, and holidays).
  
  
  
  

Who are we looking for?

Are you someone who values teamwork, takes ownership of your role, and is passionate about serving our guests with warmth and hospitality? Shamin Hotels invites you to join our team! Whether you're greeting guests with a friendly smile, assisting them with their needs, or going the extra mile to ensure their stay is nothing short of perfect, your dedication to service excellence will shine through in everything you do. We are seeking candidates with a wide variety of knowledge, skills, and experiences to contribute to our continued success. Whether you're a seasoned professional or just starting your career, we have opportunities for you to grow and excel with us!

Join Our Team and Passionately Serve Our Guests!

At Shamin Hotels, we're not just in the hospitality business; we're in the business of creating unforgettable experiences for our guests. As a family-owned and operated company based in Central Virginia, we take pride in providing exceptional service and fostering a welcoming atmosphere for travelers from near and far. If you're someone who thrives on positive interactions and is passionate about making every guest feel valued and appreciated, we want you on our team! For years, we've been dedicated to providing exceptional service to our guests while nurturing the talents and ambitions of our team members. If you're looking for a company where you can build a career, not just a job, Shamin Hotels is the place for you!

Why Should You Work for Shamin Hotels?

Amazing Benefits! In addition to competitive pay, we offer a range of benefits for full-time associates, including health, dental, vision, accident and short and long term disability insurance, pet insurance, gym membership discounts, Paid time off, Paid holidays, Shamin Perk discounts on tickets, rental cars and attractions, footwear discounts, 401K plan with company match, employee discounts at our branded hotels and more!

Endless Opportunities! With over 70 hotels in our portfolio and plans for further expansion, there are endless opportunities for growth and advancement at Shamin Hotels. Whether you're interested in front-line operations, corporate management, or hotel development, we have opportunities for you to shine.

Advancement! We're proud of our track record of promoting from within. At Shamin Hotels, we're committed to nurturing talent and providing opportunities for our employees to thrive. Join us and be part of a company where your potential is limited only by your ambition. We look forward to welcoming you to the Shamin Hotels family!

Top Requirements

Team Up: Be Golden, Collaborate and Help Others Succeed.

Own It: Be a role model, Embrace Responsibility and Keep Learning.

Passionately Serve: Be Positive, Care Deeply and Create Memories.

About Us

In a story of entrepreneurial spirit and partnership, P.C. Amin and his brother-in-law B.N. Shah embarked on a remarkable venture in 1978. They seized an opportunity, purchasing a bankrupt hotel in Lumberton, North Carolina. United by their vision and commitment to excellence, they merged their names, Shah and Amin, to create Shamin Hotels. Today, Shamin Hotels stands as a testament to their legacy, having grown into the largest hotel owner and operator in Virginia, with over 70 hotels spanning multiple states. https://shaminhotels.com/

Shamin Hotels is an equal opportunity employer and welcomes applications from individuals of all backgrounds. We thank all applicants for their interest, but only those selected for an interview will be contacted.