Guest Services Manager

382 rooms | 15,000 sq. ft. meeting/event space

Amenities: 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 DESCRIPTION

Job Title: Guest Services Manager  

Department: Front Office                               

Supervision Exercised: Front Office Associates

Supervision Received: General Manager

MINIMUM REQUIREMENTS

Education

• High school diploma or equivalent required.

Experience

• Minimum 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 Knowledge

• Strong 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 DUTIES

• 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.

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.