Job Overview
Employment Type
Full-time
Part-time
Work Schedule
Flexible
Day Shifts
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Paid Time Off
401k plan with company match
hotel discounts
Paid holidays
Early access to earned wages
Company paid life insurance
company paid short-term and long-term disability insurance
Company paid accident and medical indemnity insurance
Job Description
Managed by SMI Hotel Group, a growing hotel management company known for its upscale, full-service hotels located in Virginia and Texas, the Delta by Marriott Richmond Downtown stands as a premier hospitality destination. This award-winning hotel offers 298 stylish and comfortable rooms and is strategically located in the heart of Richmond's bustling financial district along the scenic banks of the James River. Guests visiting the Delta by Marriott Richmond Downtown enjoy easy access to a variety of activities, ranging from casual dining and socializing in the hotel’s restaurant and bar to thrilling outdoor adventures such as mountain biking and kayaking located just steps from the hotel entrance. For those interested in exploring the local culture, the historic neighborhoods of Shockoe Slip and Shockoe Bottom, along with numerous shopping, dining, and nightlife options, are only blocks away.
The hotel also boasts more than 13,000 square feet of versatile meeting and event spaces that can accommodate gatherings ranging from intimate groups of five up to large-scale events of 500 people or more. This makes the Delta by Marriott Richmond Downtown a favored choice for travelers seeking not only luxury accommodations but also a venue that caters to business and social events with professional service and exceptional amenities.
We are currently seeking a highly motivated, team-oriented Guest Service Manager to join the Delta by Marriott Richmond Downtown team and lead the front office operations. This role offers a unique opportunity to be at the forefront of the hotel experience, managing a diverse team that includes front desk agents, supervisors, night audit staff, and shuttle drivers. The ideal candidate will be responsible for driving the overall performance of the Front Office department and ensuring that every guest has a memorable and positive stay.
The Guest Service Manager acts as the face of the hotel, leading by example while providing support, coaching, and development opportunities for the front office team. This position requires an individual who is proactive, customer-focused, and equipped with strong leadership skills to enhance guest satisfaction. You will oversee daily front office activities, manage scheduling and staffing, monitor performance, and uphold the high standards expected by both SMI Hotel Group and Marriott brands.
Your role will also involve close collaboration with other hotel departments such as housekeeping, maintenance, and sales, enabling a seamless guest experience from arrival to departure. You will serve as the Manager on Duty during designated shifts, demonstrating accountability and professionalism at all times. This role offers an engaging work environment where your leadership contributes to the success of the hotel and the satisfaction of its guests. Join a team that values excellence and is dedicated to providing top-tier service in one of Richmond’s most notable hotels.
The hotel also boasts more than 13,000 square feet of versatile meeting and event spaces that can accommodate gatherings ranging from intimate groups of five up to large-scale events of 500 people or more. This makes the Delta by Marriott Richmond Downtown a favored choice for travelers seeking not only luxury accommodations but also a venue that caters to business and social events with professional service and exceptional amenities.
We are currently seeking a highly motivated, team-oriented Guest Service Manager to join the Delta by Marriott Richmond Downtown team and lead the front office operations. This role offers a unique opportunity to be at the forefront of the hotel experience, managing a diverse team that includes front desk agents, supervisors, night audit staff, and shuttle drivers. The ideal candidate will be responsible for driving the overall performance of the Front Office department and ensuring that every guest has a memorable and positive stay.
The Guest Service Manager acts as the face of the hotel, leading by example while providing support, coaching, and development opportunities for the front office team. This position requires an individual who is proactive, customer-focused, and equipped with strong leadership skills to enhance guest satisfaction. You will oversee daily front office activities, manage scheduling and staffing, monitor performance, and uphold the high standards expected by both SMI Hotel Group and Marriott brands.
Your role will also involve close collaboration with other hotel departments such as housekeeping, maintenance, and sales, enabling a seamless guest experience from arrival to departure. You will serve as the Manager on Duty during designated shifts, demonstrating accountability and professionalism at all times. This role offers an engaging work environment where your leadership contributes to the success of the hotel and the satisfaction of its guests. Join a team that values excellence and is dedicated to providing top-tier service in one of Richmond’s most notable hotels.
Job Requirements
- Two to four years experience in front office, housekeeping or 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 and management soft skills
- Ability to work evenings, weekends and holidays
Job Qualifications
- Experience in front office, housekeeping or guest services management role
- Knowledge of the principles and practices within the rooms division
- Superior communication skills, verbal and written
- 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 and management soft skills
Job Duties
- 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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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