Guest Services Manager - Front Office Leader

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

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.