Guest Service Manager

Managed by SMI Hotel Group, a growing hotel management company with upscale, full-service hotels in Virginia and Texas, the Four Points by Sheraton Richmond Airport is seeking a highly motivated and team-oriented Front Office Manager to join and lead the front office team.  The property is conveniently located with easy access to the Richmond International Airport and downtown Richmond, just off I-64 and near I-95, providing quick and easy access to all points located in the greater Richmond area.

The ideal candidate is responsible for the overall operation of the Front Office, and ensuring that our guests have a positive and memorable experience during their stay. Acting as the face of the hotel, the Guest Services Manager will lead by example and provide support and coaching to the team.

DUTIES & RESPONSIBILITIES:

• Must be able to manage and motivate front office personnel through daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure total guest satisfaction.
• Develop and communicate departmental strategies and goals. Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.
• Be highly visible in the front office and hotel lobby, interacting with guests and acting on all feedback received in a timely manner.
• Ensure all SMI and Marriott standards are complied with and that policies and procedures are consistently applied.
• Respond quickly to guest requests or complaints in a friendly, professional manner and always follow up to ensure guest satisfaction.
• Monitor room inventory status to achieve optimal levels of revenues while meeting high levels of guest expectations.
• Check and control room reservations, front office systems, supplies inventory, payroll, scheduling, forecasting and department budget to maximize profitability.
• Maintain close communication with housekeeping, sales, maintenance and all other departments. Uphold a professional image at all times through appearance and dress.
• Serve as the hotel Manager on Duty during scheduled shifts.
• Perform other duties as assigned.

REQUIREMENTS:

• Experience – Two to four years’ experience in Front Office/Housekeeping/Guest Services management role.
• Speak, read, write and understand English.
• Superior communication skills (verbal and written)
• Knowledge of the principles and practices within the Rooms Division.
• Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
• Ability to make decisions with only general policies and procedures available for guidance.
• Ability to apply supervisory/management soft skills.
• Ability to work evenings, weekends and holidays.

BENEFITS:

SMI Hotel Group recruits the best and brightest, to support our mission of delivering the highest quality service to our guests. If you believe that you have what it takes, we want to hear from you.

Our industry leading benefit package includes:

• Health, dental and vision insurance (full-time employees)
• Paid Time Off (full-time and part-time employees)
• 401K plan with company match (full-time and part-time employees)
• Hotel discounts (full-time and part-time employees)
• Paid holidays (full-time employees)
• Early access to earned wages (full-time and part-time employees)

In addition, salaried team members receive:

• Company paid life insurance
• Company paid short-term and long-term disability insurance
• Company paid accident and medical indemnity insurance

SMI Hotel Group is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.