Guest Services Manager | Lead Front Desk & Guest Experience

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

Job summary

HRI Properties is seeking a Guest Services Manager for a premier Richmond hotel. You will oversee the Front Office team, ensuring smooth guest arrivals and departures, and maintaining top-tier service standards for business and leisure guests.

The role requires strong leadership, superior communication, and hands-on experience with PMS systems like OnQ and Opera. You’ll coach staff, manage scheduling, and partner with housekeeping and maintenance to drive guest satisfaction.

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.

Skills

Leadership

Interpersonal skills

Organizational skills

Problem solving

Conflict resolution

Microsoft Office

Education

High school diploma or equivalent

Tools

OnQ PMS

Opera PMS

Job description

HRI Properties is seeking a Guest Services Manager for a premier Richmond hotel. You will oversee the Front Office team, ensuring smooth guest arrivals and departures, and maintaining top-tier service standards for business and leisure guests.

The role requires strong leadership, superior communication, and hands-on experience with PMS systems like OnQ and Opera. You’ll coach staff, manage scheduling, and partner with housekeeping and maintenance to drive guest satisfaction.