Guest Services Manager

Danville Hotel Collection (Bee Hotel · Holbrook Hotel · Laurel Hotel)Location: One hotel in Danville, VA Reports to: General ManagerStatus: Full-Time

The Guest Services Manager is responsible for overseeing all front office and guest-facing operations at one hotel within the Danville Hotel Collection. This role ensures exceptional guest experiences, strong team performance, operational consistency, and effective use of systems and processes. The Guest Services Manager leads scheduling, staffing, training, and daily execution of front desk operations while serving as an example of genuine hospitality.

This role is highly hands-on and ideal for a hospitality leader who thrives in people leadership, service excellence, and operational structure.

• Lead and model exceptional guest service standards across all guest touchpoints

• Ensure consistent delivery of brand standards and service expectations

• Handle guest concerns, escalations, and service recovery with professionalism and urgency 

• Monitor guest feedback, reviews, and trends; implement action plans for improvement as needed 

• Partner with leadership to elevate guest experience initiatives and service programming

• Ensure VIPs, repeat guests, and special reservations are properly noted and executed

• Perform weekly property walks and inspect 10+ rooms, prepare notes and observations, and communicate with departments needed to rectify 

• Oversee all front desk operations including arrivals, departures, billing, and daily reporting

• Ensure accuracy in reservations, room assignments, rate codes, and payment methods

• Maintain strong controls around deposits, refunds, and folios

• Oversee daily audit readiness and communication with night audit where applicable

• Ensure compliance with brand standards, SOPs, and internal controls

• Support coverage during high-volume periods or staffing gaps as needed

• Recruit, interview, and onboard team members in collaboration with other leaders 

• Create and manage schedules to ensure proper coverage while controlling labor

• Approve timecards and monitor attendance, punctuality, and performance

• Coach, train, and develop team members through regular feedback, monthly one-on-ones, and check-ins

• Conduct performance evaluations and assist with corrective or disciplinary action when needed

• Foster a positive, accountable, and guest-focused team culture

• Support cross-training across properties when applicable

• On call for all staffing and operational needs

• Lead onboarding and ongoing training for all guest services staff

• Maintain and update training materials, SOPs, and reference guides

• Train team members on:

  • PMS and other systems

  • Reservation procedures

  • Rate plans and packages

  • Guest communication standards

  • Service recovery and escalation

  • Safety, security, and emergency procedures

• Reinforce brand voice, service tone, and hospitality standards

• Identify high-potential team members and support leadership development

• Serve as primary owner of PMS accuracy and functionality

• Ensure correct setup and accuracy of:

  • Rates and room types (with the help of revenue manager or other leaders when needed)

  • Packages and restrictions (with the help of revenue manager or other leaders when needed)

  • User permissions

  • Profiles and guest history

• Partner with other leaders on testing and implementing new systems or updates

• Ensure team compliance with PMS workflows and documentation standards

• Troubleshoot system issues and coordinate with support as needed

• Complete the Daily Revenue Report each day 

• Record and update the PMS accordingly when checks or wire payments come through with communication from Corporate Controller

• Complete weekly AP and communicate with vendors when needed

• Complete month end accounting tasks such as:

  • Credit card statements

  • Travel agent commission invoices 

  • Third party commission invoices

  • Collecting and processing team expense reports when needed

• Act as a key liaison between front desk and housekeeping, maintenance, sales, leadership

• Communicate daily operational updates, staffing notes, and guest priorities

• Partner with Sales and Revenue teams to support and ensure accuracy in group blocks, negotiated rates, and special reservations

• Support special events, VIP stays, and on-property activations

• Maintain clear documentation and internal communication standards

• Assist with inputting data into the monthly property reviews 

• Track service trends, staffing metrics, and guest feedback themes

• Maintain organized records for training, one-on-ones, schedules, and procedures

• Support audits and internal inspections

• 2 years of hotel leadership experience required 

• Prior experience supervising or managing a front desk team required

• Strong working knowledge of hotel systems

• Excellent communication, organization, and problem-solving skills

• High attention to detail and strong follow-through

• Ability to lead with professionalism, empathy, and accountability

• Flexible schedule including weekends, holidays, and varying shifts

• Comfortable working in a fast-paced, multi-property environment