Front Desk Manager

Sheraton; Columbus (OH); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Employee benefits

Hotel associate travel privileges

Job summary

Sheraton Suites Columbus is seeking a hands-on Front Desk Manager to lead the Front Office team, uphold Marriott brand standards, and ensure exceptional guest satisfaction at our Columbus-area hotel.

The ideal candidate brings strong leadership, communication, and problem-solving skills to a fast-paced, full-service environment, with a focus on service excellence and team development.

Qualifications

• Minimum 2–3 years of hotel Front Office experience.
• Experience with Marriott systems, including Lightspeed PMS, MGS, GXP, and Marriott Bonvoy is a strong advantage.
• Strong leadership, coaching, and team management skills.
• Excellent customer service, communication, and conflict-resolution abilities.

Responsibilities

• Oversee daily Front Desk operations, including check-in, check-out, room assignments, billing, and guest requests.
• Ensure compliance with Marriott and Sheraton brand standards, policies, and service expectations.
• Handle guest complaints, service recovery, and escalated issues promptly and professionally.
• Monitor guest satisfaction scores, Marriott GuestVoice feedback, and Intent to Recommend (ITR) performance.
• Ensure proper handling of Marriott Bonvoy Elite member recognition, benefits, and service expectations.
• Coordinate with Housekeeping, Engineering, Sales, and Food & Beverage for seamless operations.

Skills

Front Office experience

Leadership

Customer service

Conflict resolution

Multitasking

Tools

Lightspeed PMS

MGS

GXP

Marriott Bonvoy

Job description

Front Desk Manager – Sheraton Suites Columbus

Location: Columbus / Worthington, Ohio
Job Type: Full-Time | Management
Hotel Brand: Sheraton Hotels & Resorts – Marriott International

About Us

Sheraton Suites Columbus is a newly renovated, full-service, all-suite Marriott-branded hotel committed to delivering exceptional guest experiences and outstanding hospitality. Our property features spacious suites, a restaurant and bar, Club Lounge, meeting and event facilities, and a variety of amenities designed for business and leisure travelers.

We are seeking an experienced, motivated, and hands-on Front Desk Manager to lead our Front Office team, maintain Marriott brand standards, and ensure exceptional guest satisfaction.

Position Summary

The Front Desk Manager is responsible for overseeing daily Front Office operations, leading and developing the Front Desk team, ensuring efficient guest services, and maintaining the highest standards of hospitality.

The ideal candidate is a strong leader with excellent communication, problem-solving, and organizational skills who thrives in a fast-paced, full-service hotel environment.

Key Responsibilities

Front Office Operations & Guest Experience

• Oversee daily Front Desk operations, including check-in, check-out, room assignments, billing, and guest requests.

• Ensure compliance with Marriott and Sheraton brand standards, policies, and service expectations.

• Handle guest complaints, service recovery, and escalated issues promptly and professionally.

• Monitor guest satisfaction scores, Marriott GuestVoice feedback, and Intent to Recommend (ITR) performance.

• Ensure proper handling of Marriott Bonvoy Elite member recognition, benefits, and service expectations.

• Coordinate with Housekeeping, Engineering, Sales, and Food & Beverage to ensure seamless hotel operations.

Team Leadership & Development

• Recruit, train, coach, schedule, and supervise Front Desk Agents and Night Auditors.

• Lead daily team briefings and communicate operational priorities.

• Monitor employee performance, attendance, productivity, and adherence to hotel policies.

• Provide ongoing coaching and development to maintain high service standards.

• Ensure completion of required Marriott Digital Learning Zone (DLZ) training.

• Foster a positive, professional, and accountable team environment.

Marriott Brand Compliance & Performance

• Drive Marriott Bonvoy enrollment performance and ensure monthly enrollment goals are achieved.

• Monitor and improve GuestVoice scores, ITR, and guest satisfaction metrics.

• Ensure compliance with Marriott quality assurance requirements and brand initiatives.

• Maintain accurate guest profiles, reservations, and Marriott Bonvoy membership information.

• Support hotel management in achieving operational and financial performance goals.

Financial & Administrative Responsibilities

• Oversee guest billing accuracy, payment processing, refunds, adjustments, and cash handling procedures.

• Review daily Front Desk reports, guest folios, and outstanding balances.

• Ensure proper execution of Night Audit procedures and financial controls.

• Assist in managing Front Office labor expenses, staffing levels, and departmental budgets.

• Maintain accurate employee schedules, payroll records, and timekeeping.

• Identify opportunities to increase room revenue through upselling and guest service initiatives.

Qualifications & Requirements

• Minimum 2–3 years of hotel Front Office experience, preferably in a supervisory or management position.

• Previous experience with Marriott, Sheraton, or another full-service hotel brand is strongly preferred.

• Experience with Marriott systems, including Lightspeed PMS, MGS, GXP, and Marriott Bonvoy, is a strong advantage.

• Strong leadership, coaching, and team management skills.

• Excellent customer service, communication, and conflict-resolution abilities.

• Strong understanding of hotel operations, room inventory, billing, and Night Audit procedures.

• Ability to multitask, prioritize responsibilities, and make sound decisions under pressure.

• Strong computer skills and attention to detail.

• Ability to work a flexible schedule, including weekends, holidays, and occasional evenings, based on business needs.

What We're Looking For

We are looking for a hands-on leader who leads by example, takes ownership of guest satisfaction, holds team members accountable, and is passionate about hospitality.

Our ideal candidate is proactive, dependable, detail-oriented, and committed to developing a high-performing Front Office team while delivering the exceptional service expected from a Marriott hotel.

Why Join Our Team?

• Opportunity to lead the Front Office department at a newly renovated, full-service Sheraton hotel.

• Supportive and team-oriented work environment.

• Opportunities for professional growth and career development.

• Competitive compensation based on experience.

• Employee benefits and hotel associate travel privileges, subject to eligibility.

Sheraton Suites Columbus is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.