Job Overview
Employment Type
Full-time
Work Schedule
Rotating Shifts
Day Shifts
Night Shifts
Benefits
401(k)
Disability insurance
Employee assistance program
Health Insurance
Life insurance
Paid Time Off
room discounts
Employee Food and Beverage Discounts
Job Description
Sheraton Pittsburgh at Station Square is a distinguished hotel located in the vibrant city of Pittsburgh, Pennsylvania. As part of the Sheraton brand, it offers guests a fully integrated approach to hospitality services, emphasizing outstanding client service and a welcoming atmosphere. The hotel is renowned for its prime location at Station Square, providing easy access to local attractions, entertainment, and business districts. With a team composed of some of the best talent in the hospitality industry, Sheraton Pittsburgh at Station Square prides itself on delivering exceptional guest experiences through its well-trained and dedicated staff. The company culture empowers associates to take initiative, be proactive, and contribute meaningfully to the success of the property by aligning with well-defined strategies and objectives.
The Front Desk Manager role at Sheraton Pittsburgh at Station Square is a vital leadership position within the hotel's front office operations. This role is responsible for guiding and leading front desk staff to ensure consistent delivery of high-quality customer service. Operationally, the role demands flexibility as the hotel operates 24/7, requiring variations in shifts and working hours. The Front Desk Manager communicates effectively with both staff and guests, providing clear direction and fostering a positive work environment and guest experience. This position involves various responsibilities such as instructing front desk clerks, monitoring performance, handling guest check-ins and check-outs, managing payments securely, and ensuring compliance with brand standards and safety procedures.
In addition to overseeing daily front desk operations, the Front Desk Manager trains new employees, manages attendance, and serves as the Manager on Duty in the absence of the Front Office Manager. The role requires familiarity with hotel property management systems, especially Marriott systems, and involves handling financial transactions accurately and efficiently. Physical demands include spending most of the shift on one’s feet and occasionally lifting up to 50 pounds. This role is ideal for individuals with experience in hotel front desk operations and supervision, who have excellent communication skills, a detail-oriented mindset, and a strong commitment to delivering superior guest services.
The Front Desk Manager role at Sheraton Pittsburgh at Station Square is a vital leadership position within the hotel's front office operations. This role is responsible for guiding and leading front desk staff to ensure consistent delivery of high-quality customer service. Operationally, the role demands flexibility as the hotel operates 24/7, requiring variations in shifts and working hours. The Front Desk Manager communicates effectively with both staff and guests, providing clear direction and fostering a positive work environment and guest experience. This position involves various responsibilities such as instructing front desk clerks, monitoring performance, handling guest check-ins and check-outs, managing payments securely, and ensuring compliance with brand standards and safety procedures.
In addition to overseeing daily front desk operations, the Front Desk Manager trains new employees, manages attendance, and serves as the Manager on Duty in the absence of the Front Office Manager. The role requires familiarity with hotel property management systems, especially Marriott systems, and involves handling financial transactions accurately and efficiently. Physical demands include spending most of the shift on one’s feet and occasionally lifting up to 50 pounds. This role is ideal for individuals with experience in hotel front desk operations and supervision, who have excellent communication skills, a detail-oriented mindset, and a strong commitment to delivering superior guest services.
Job Requirements
- High school diploma preferred
- Two years combined prior front desk and supervisory experience
- Ability to manage cash transactions accurately
- Strong communication skills in English
- Ability to use computer systems for property management
- Ability to handle emergency situations
- Ability to stand and move throughout front office for 95 percent of the shift
- Ability to lift up to 50 pounds
- Willingness to work varying shifts including nights and weekends
- Commitment to adhering to company policies and safety procedures
Job Qualifications
- Graduation from high school or equivalent
- Two years combined prior front desk and supervisor experience
- Ability to effectively deal with internal and external customers requiring patience, tact, and diplomacy
- Considerable skill in using a calculator for moderately complex mathematical calculations
- Ability to read, listen, and communicate effectively in English both verbally and in writing
- Ability to access and accurately input information using a moderately complex computer system
- Hearing and visual ability to observe and detect signs of emergency situations
- Experience with hotel property management systems (PMS)
- Knowledge of check-in/check-out procedures
- Knowledge of room inventory management
- Knowledge of credit card/payment handling
- Familiarity with loyalty programs like Marriott Bonvoy
- Proficient with GXP and all functionality
- Familiarity with Marriott standards and procedures
- Experience with Lightspeed PMS
- Marriott systems experience is preferred
Job Duties
- Communicate effectively both verbally and in writing to provide clear direction to staff
- Assign and instruct front desk clerks in details of work
- Observe performance and encourage improvement
- Greet guests immediately with a friendly and sincere welcome
- Verify and imprint credit cards for authorization using electronic acceptance methods
- Handle cash, make changes and balance as assigned house bank
- Accept and record vouchers, travelers' checks, and other forms of payment
- Perform accurate, moderately complex arithmetic functions using a calculator
- Post charges to guest rooms and house accounts using the computer
- Promptly answer the telephone using a positive and clear English language
- Input messages into the computer
- Retrieve messages and communicate the content to guests
- Retrieve mail, small packages and facsimiles for customers as requested
- Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel
- Ensure compliance with all brand standards
- Coordinate and track successful completion of training on PMS system
- Monitor and track time and attendance of associates
- Reinforce attendance policy with staff
- Recommend progressive discipline procedures for associates not in compliance
- Take actions to ensure high associate satisfaction scores
- Work with supervisory and management staff to ensure a consistent quality work environment
- Be familiar and able to perform duties on all shifts including Night Audit and PBX
- Serve as Manager on Duty in absence of Front Office Manager
- Turn in all lost and found items and all guest room keys
- Adhere to all company policies and procedures
- Follow safety and security procedures and rules
- Know department fire prevention and emergency procedures
- Utilize protective equipment
- Report unsafe conditions, accidents, injuries, near-misses, property damage or loss to management
- Maintain a neat, clean, and well-groomed appearance
- Assist other Front Desk personnel when needed
- Perform any related duties as requested by management
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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