Guest Services Manager — Front Office Leader

HRI Hospitality; Dallas (TX); On-site; USD 52,000 - 66,000; Full time

Job summary

HRI Hospitality's Sheraton Brookhollow in Houston seeks a Guest Services Manager to lead the Front Office, elevate guest experiences, and drive efficient processes in a high-demand hotel environment.

The role requires 3+ years in front office or guest services, with at least 1 year in a supervisory capacity, and familiarity with PMS tools such as OnQ or Opera. Strong leadership and communication skills are essential.

Qualifications

• Education: High school diploma or equivalent.
• Experience: Minimum 3 years of progressive front office or guest services experience in a hotel environment.
• Supervision: At least 1 year of supervisory or management experience.
• PMS: Experience with hotel property management systems (OnQ, Opera, or similar) preferred.
• Skills: Strong leadership, interpersonal communication, problem-solving, and organization.

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

Organizational skills

Team leadership

Education

High school diploma or equivalent

Tools

OnQ

Opera

Microsoft Office

Job description

HRI Hospitality's Sheraton Brookhollow in Houston seeks a Guest Services Manager to lead the Front Office, elevate guest experiences, and drive efficient processes in a high-demand hotel environment.

The role requires 3+ years in front office or guest services, with at least 1 year in a supervisory capacity, and familiarity with PMS tools such as OnQ or Opera. Strong leadership and communication skills are essential.