Hotel Front Office Leader — Guest Services Manager

Sheraton Brookhollow; United States; On-site; USD 45,000 - 60,000; Full time

Job summary

Sheraton Brookhollow in Houston seeks a Guest Services Manager to lead the Front Office, ensuring seamless guest arrivals and departures while maintaining brand standards. You will train and mentor front desk staff, manage schedules and payroll, and resolve guest concerns to uphold exceptional service.

The role requires 3+ years in front office or guest services with at least 1 year in supervision, and preference for PMS experience (OnQ/Opera).

Qualifications

• High school diploma or equivalent.
• Minimum 3 years of front office or guest services experience.
• At least 1 year of supervisory or management experience.
• 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.
• Perform additional duties as assigned by management.

Skills

Leadership

Interpersonal

Problem-solving

Organizational

MS Office

Lead by example

Flexibility

Education

High school diploma

Tools

OnQ PMS

Opera PMS

MS Office

Job description

Sheraton Brookhollow in Houston seeks a Guest Services Manager to lead the Front Office, ensuring seamless guest arrivals and departures while maintaining brand standards. You will train and mentor front desk staff, manage schedules and payroll, and resolve guest concerns to uphold exceptional service.

The role requires 3+ years in front office or guest services with at least 1 year in supervision, and preference for PMS experience (OnQ/Opera).