The Blackburn Inn and Conference Center
Guest Services Manager
The Blackburn Inn and Conference Center, Danville, Virginia, United States, 24540
Guest Services Manager
Danville Hotel Collection (Bee Hotel · Holbrook Hotel · Laurel Hotel)
Location: One hotel in Danville, VA
Reports to: General Manager
Status: Full-Time
Position Summary 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.
Key Responsibilities Guest Experience & Service Standards
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
Front Desk Operations
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
Staffing, Scheduling & Team Leadership
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
Training & Development
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
Systems, PMS & Technology
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
Daily Reporting and Accounts Payable
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
Communication & Collaboration
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
Reporting & Administrative Responsibilities
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
Qualifications
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
Source: Retro Hospitality
#J-18808-Ljbffr
Danville Hotel Collection (Bee Hotel · Holbrook Hotel · Laurel Hotel)
Location: One hotel in Danville, VA
Reports to: General Manager
Status: Full-Time
Position Summary 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.
Key Responsibilities Guest Experience & Service Standards
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
Front Desk Operations
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
Staffing, Scheduling & Team Leadership
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
Training & Development
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
Systems, PMS & Technology
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
Daily Reporting and Accounts Payable
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
Communication & Collaboration
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
Reporting & Administrative Responsibilities
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
Qualifications
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
Source: Retro Hospitality
#J-18808-Ljbffr