Evening Guest Services Lead — Guest Experience

Sheraton Hotels & Resorts; Birmingham (AL); On-site; USD 61,000 - 77,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Sheraton Hotels & Resorts is seeking a Property Manager on Duty who will oversee all hotel operations, ensuring top-tier hospitality and service. You will represent property management in guest-related resolutions and manage lobby flow, guest relations, and service issue tracking.

The role requires leadership of guest services teams, maintaining front desk goals, and implementing customer service initiatives while collaborating across departments to safeguard property standards and guest

Qualifications

• Requires high school diploma or GED; 2 years experience in guest services, front desk, or related area.
• Or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

• Leading Guest Services Teams: guide and develop staff, lead by example, recognize performance.
• Maintains guest services and front desk goals, handles disputes and ensures cross-department collaboration.
• Ensures exceptional customer service, resolves guest issues, coaches staff, and upholds service standards.
• Implements projects and policies, manages payroll and ensures SOPs compliance.
• Conducts human resources activities including coaching, performance reviews, and training.

Education

High school diploma or GED

2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major

Job description

Sheraton Hotels & Resorts is seeking a Property Manager on Duty who will oversee all hotel operations, ensuring top-tier hospitality and service. You will represent property management in guest-related resolutions and manage lobby flow, guest relations, and service issue tracking.

The role requires leadership of guest services teams, maintaining front desk goals, and implementing customer service initiatives while collaborating across departments to safeguard property standards and guest