Guest Service Manager

Managed by SMI Hotel Group, a prominent and expanding hotel management company known for operating upscale, full-service hotels primarily in Virginia and Texas, the Delta by Marriott Richmond Downtown stands as an award-winning establishment with 298 well-appointed rooms. Located in the vibrant heart of Richmond’s financial district, along the scenic banks of the James River, this hotel offers guests an outstanding blend of luxury, comfort, and accessibility. Guests can enjoy not only the elegance and style of the hotel’s casual restaurant and bar but also embrace the adventurous outdoor activities nearby, such as mountain biking and kayaking, all just steps away. The hotel’s prime location gives access to local shopping, dining, entertainment, and the historic districts of Shockoe Slip and Shockoe Bottom, enriching the overall guest experience.

The Delta by Marriott Richmond Downtown is equipped with more than 13,000 square feet of adaptable meeting and event space, ideal for hosting various functions ranging from small gatherings of five to large events accommodating up to 500 attendees. This flexibility makes it a favored choice for business conferences, social events, and community activities, further enhancing its prominence in downtown Richmond’s hospitality scene.

We are currently seeking an enthusiastic and dedicated Guest Service Manager to lead our Front Office team, which includes front desk agents, supervisors, night audit staff, and shuttle drivers. This role is a key leadership position responsible for the comprehensive operation and management of the front office. The Guest Service Manager plays a vital role in ensuring that every guest enjoys a positive and memorable stay. Acting as the public face of the hotel, this person will not only manage daily operations but also inspire and develop the team through effective coaching and support.

The ideal candidate must be highly motivated, possess excellent interpersonal skills, and have a strong customer service orientation. Responsibilities include leading the front office personnel by providing daily supervision and motivation, overseeing staffing and training, managing discipline, scheduling shifts, and monitoring performance to assure top-tier guest satisfaction. This role also involves setting departmental goals aligned with company standards, overseeing the appearance and upkeep of public areas, and maintaining consistent compliance with hotel policies and Marriott standards.

Direct guest interaction is a significant part of this position, ensuring timely and professional responses to any guest requests or complaints with a commitment to follow-up and resolution. Additionally, the Guest Service Manager is tasked with optimizing room inventory status to maximize revenue while exceeding guest expectations. Budgeting, payroll, forecasting, and maintaining communication with other departments such as housekeeping, sales, and maintenance are crucial elements of this leadership role.

The Guest Service Manager will also assume the role of Manager on Duty during scheduled shifts, acting as the primary decision-maker and problem solver in the absence of upper management. Through all duties, maintaining a professional image in appearance and behavior is essential to uphold the hotel's reputation and brand integrity.

SMI Hotel Group values its employees and offers a comprehensive and competitive benefits package designed to support the health, well-being, and financial security of full-time and part-time associates. Benefits include health, dental, and vision insurance; paid time off; 401K with company match; hotel discounts; paid holidays; early access to earned wages; and company-paid life, short-term and long-term disability, and accident and medical indemnity insurance. This comprehensive package underlines our commitment to investing in our team members and cultivating an environment where they can thrive and grow professionally.