Guest Services Manager

Company Description Sheraton Houston Brookhollow Hotel is a landmark property in Northwest Houston near The Heights, offering local hospitality and streamlined accommodations in a scenic, tree-lined setting. Guests enjoy convenient access to The Galleria, Memorial City Mall, and Karbach Brewing Co., along with on-site amenities such as a fitness center, Ella’s Table Restaurant and Bar, and a heated outdoor pool. The hotel features 15,000 square feet of event space, including the Laurel Suite, designed to support gatherings, weddings, and business functions. Guest rooms and suites provide high-speed Wi-Fi, workstations, and plush beds to support both productivity and relaxation. Located at 610 and US 290, the hotel is easily accessible from George Bush Intercontinental Airport and Hobby Airport.Role Description The Guest Services Manager is a full-time, on-site role based at Sheraton Houston Brookhollow Hotel in Houston, TX. This role oversees daily front-of-house operations, ensuring guests receive efficient, welcoming, and professional service from arrival through departure. Responsibilities include supervising front desk and guest services team members, coordinating reservations and room assignments, and resolving guest concerns in a timely, service-oriented manner. The Guest Services Manager collaborates with housekeeping, food and beverage, and events teams to support seamless guest experiences, including group bookings and special events. Additional duties include monitoring service standards, training staff on brand and operational procedures, managing shift schedules, and supporting the implementation of guest satisfaction initiatives and performance metrics.Qualifications Supervisory Skills: Ability to lead, coach, and motivate guest services or front-office teams, including experience with scheduling and performance feedback.Customer Service and Customer Satisfaction: Demonstrated skill in delivering high-quality service, handling guest issues, and driving satisfaction scores and repeat business.Communication: Strong interpersonal and communication skills for interacting with guests, team members, and cross-functional departments.Receptionist Duties: Proficiency in front desk operations, including check-in/check-out, reservations, and use of property management systems.Experience in hospitality or hotel operations, ideally in a supervisory or management role.Strong problem-solving and decision-making abilities, with attention to detail and organizational skills.Ability to work flexible hours, including evenings, weekends, and holidays as required by hotel operations.High school diploma or equivalent required; post-secondary education in hospitality management or a related field is beneficial.