Guest Services Manager

Sheraton Brookhollow; Houston (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

The Sheraton Brookhollow in Houston seeks a Guest Services Manager to lead the Front Office, ensuring seamless arrivals and departures and consistent brand standards.

You will supervise front desk staff, coordinate with Housekeeping and Maintenance, and drive guest satisfaction through effective training, scheduling, and performance evaluations. The role requires strong leadership, problem-solving abilities, and a flexible schedule including weekends and holidays.

Qualifications

• High school diploma or equivalent required.
• Experience with front office or guest services in a hotel environment preferred.
• At least 1 year of supervisory or management experience required.
• Experience with hotel property management systems (OnQ, Opera, or similar) preferred.

Responsibilities

• Oversee all front office operations, ensuring smooth guest arrivals, departures, and service delivery.
• Supervise, train, and coach front desk staff to achieve departmental goals and maintain service standards.
• Manage scheduling, payroll approvals, and daily performance evaluations.
• Resolve guest complaints promptly and professionally to ensure complete satisfaction.
• Monitor and verify accuracy in cash handling, billing, and reporting.
• Partner with Housekeeping, Maintenance, and other departments to coordinate operations and maximize efficiency.
• Ensure compliance with safety, security, and brand policies at all times.
• Support the Director of Rooms with administrative tasks, budgeting, and operational planning.

Skills

Leadership

Interpersonal communication

Problem-solving

Decision-making

Conflict-resolution

Organizational skills

Detail-oriented

Team motivation

Education

High school diploma

Tools

Microsoft Office Suite

Job description

382 rooms | 15,000 sq. ft. meeting/event spaceAmenities: 4 on-site restaurants, outdoor pool, club lounge, fitness center, gift shop.Located in a major Houston business district, the Sheraton Brookhollow offers opportunities to lead full-service operations with strong corporate demand. Explore the property through a virtual tour and see why it’s an engaging environment for hospitality professionals.The Guest Services Manager is responsible for overseeing the daily operations of the Front Office to ensure exceptional guest experiences, efficient processes, and consistent adherence to company and brand standards. This role provides leadership, training, and direction to front desk staff, fosters a positive team environment, and maintains the highest level of guest satisfaction.JOB DESCRIPTIONJob Title: Guest Services ManagerDepartment: Front OfficeSupervision Exercised: Front Office AssociatesSupervision Received: General ManagerMINIMUM REQUIREMENTSEducationHigh school diploma or equivalent required.ExperienceMinimum 3 years of progressive front office or guest services experience in a hotel environment.At least 1 year of supervisory or management experience required.Experience with hotel property management systems (OnQ, Opera, or similar) preferred.Skills and KnowledgeStrong leadership and interpersonal communication skills.Excellent problem-solving, decision-making, and conflict-resolution abilities.Advanced organizational skills and attention to detail.Proficient in Microsoft Office Suite (Outlook, Word, Excel).Ability to lead by example and motivate a diverse team.Flexibility to work a variety of schedules, including weekends and holidays.JOB DUTIESOversee all front office operations, ensuring smooth guest arrivals, departures, and service delivery.Supervise, train, and coach front desk staff to achieve departmental goals and maintain service standards.Manage scheduling, payroll approvals, and daily performance evaluations.Resolve guest complaints promptly and professionally to ensure complete satisfaction.Monitor and verify accuracy in cash handling, billing, and reporting.Partner with Housekeeping, Maintenance, and other departments to coordinate operations and maximize efficiency.Ensure compliance with safety, security, and brand policies at all times.Support the Director of Rooms with administrative tasks, budgeting, and operational planning.Perform additional duties as assigned by management.HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.