PM Front Desk Leader — Guest Service Excellence

Sheraton Augusta Hotel; Beverly Heights (GA); On-site; USD 38,000 - 54,000; Full time

Job summary

The Sheraton Augusta Hotel in Augusta, GA is seeking a motivated and service-focused Guest Service Supervisor to join our Front Office team on the PM shift. This role supervises front desk operations, supports the Guest Service team, and ensures every guest receives exceptional service from arrival through departure.

As a hands-on leader, you will supervise Front Desk and Guest Service Agents, ensure smooth check-in/out, monitor guest satisfaction, handle guest requests, and maintain brand

Qualifications

• Experience in hotel Front Desk or Guest Services preferred.
• Supervisory or leadership experience strongly preferred.
• Excellent customer service and communication skills.
• Ability to handle difficult guest situations professionally.
• Strong attention to detail and organizational skills.
• Able to multitask in a fast-paced hotel environment.
• Dependable, professional, and able to work evenings, weekends, and holidays.
• Marriott/Sheraton experience is a plus.

Responsibilities

• Supervise and support Front Desk and Guest Service Agents during the PM shift.
• Ensure smooth check-in and check-out operations.
• Monitor guest satisfaction and resolve guest concerns professionally and promptly.
• Assist with room assignments, reservations, billing questions, and guest requests.
• Ensure proper handling of cash, credit cards, keys, and guest accounts.
• Communicate effectively with Housekeeping, Maintenance, Food & Beverage, and Management.
• Monitor daily arrivals, departures, VIPs, groups, and special requests.
• Assist with training and coaching Front Desk employees.
• Ensure Marriott and Sheraton brand standards are consistently followed.
• Maintain a professional, welcoming, and organized front desk environment.
• Complete shift reports and communicate important information to the MOD and next shift.
• Assist management with daily Front Office operations and other duties as assigned.

Skills

Front Desk

Guest Services

Supervisory Experience

Customer Service

Communication Skills

Detail oriented

Multitasking

Availability

Marriott/Sheraton knowledge

Job description

The Sheraton Augusta Hotel in Augusta, GA is seeking a motivated and service-focused Guest Service Supervisor to join our Front Office team on the PM shift. This role supervises front desk operations, supports the Guest Service team, and ensures every guest receives exceptional service from arrival through departure.

As a hands-on leader, you will supervise Front Desk and Guest Service Agents, ensure smooth check-in/out, monitor guest satisfaction, handle guest requests, and maintain brand