Hospitality Operations Lead: Guest Services & Housekeeping

Shamin Hotels, Inc.; Richmond (VA); On-site; USD 75,000 - 105,000; Full time

Job summary

Shamin Hotels, Inc. is seeking an Assistant General Manager (AGM) – Operations to partner with the General Manager in daily hotel leadership, guest experience, and brand standards.

This hands-on role focuses on Guest Services and Housekeeping while supporting Food & Beverage during service hours. You will lead with visibility and accessibility, drive operational excellence, coach teams across departments, monitor guest satisfaction, and ensure safety, cleanliness, and seamless service throughout

Responsibilities

• Support the General Manager in daily hotel operations.
• Partner with department leaders to ensure consistent execution.
• Lead Guest Services and Housekeeping performance, standards, and guest experience.
• Provide support to Food & Beverage operations during hotel complimentary service hours.
• Maintain a strong hands-on presence throughout the hotel with active engagement of guests and associates.
• Drive exceptional guest experiences through proactive service, recognition, and real-time service recovery.
• Support coaching, training, and development of team members across departments.
• Assist with staffing oversight, scheduling coordination, and labor management.
• Monitor guest satisfaction metrics and implement improvement actions as needed.
• Conduct regular property walks to ensure cleanliness, safety, and brand compliance standards are met.
• Strengthen communication and coordination between departments to ensure seamless guest experiences.
• Assist with operational reporting, compliance, and quality assurance initiatives.
• Support special events, group arrivals, and high-occupancy operational periods.
• Foster a positive, service-driven culture focused on accountability and teamwork.

Job description

Shamin Hotels, Inc. is seeking an Assistant General Manager (AGM) – Operations to partner with the General Manager in daily hotel leadership, guest experience, and brand standards.

This hands-on role focuses on Guest Services and Housekeeping while supporting Food & Beverage during service hours. You will lead with visibility and accessibility, drive operational excellence, coach teams across departments, monitor guest satisfaction, and ensure safety, cleanliness, and seamless service throughout