Front Desk Manager - Sheraton

When you join the Sheraton family, you become a member of its global community. A rich history of service, the Sheraton brand began in 1937 and is considered a legacy in pioneering the hotel industry. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver meaningful guest experiences, we encourage you to explore your next career opportunity at the Sheraton Duluth Hotel.

This is a Sherman Associates owned Marriott International, Inc franchised location.

oversees day?to?day Front Desk operations and ensures an exceptional arrival, stay, and departure experience for all guests. This position acts as a working leader-providing coaching, resolving guest concerns, supporting front?line staff, and upholding brand and company standards. The Front Desk Manager also supports training, scheduling, inventory oversight, and cross?department coordination to maintain smooth hotel operations.

We are seeking full-time availability on weekdays and weekends including 7 am - 3 pm and 3 - 11 pm!

• Ensure all guests are welcomed and served in an efficient, courteous, and professional manner, following brand standards.
• Serve as the first management?level point of contact for guest issues, complaints, and escalations, resolving them tactfully and promptly.
• Maintain Front Desk supplies, equipment, and organization to support efficient operations.
• Oversee check?in/check?out procedures, room assignments, special requests, and daily arrivals/departures.
• Monitor Front Desk staff performance and ensure proper procedures (including cash handling) are followed consistently.
• Maintain Front Desk logs and ensure follow?up on all unresolved guest or operational items.
• Responsible for gift shop merchandise, including ordering, inventory management, product display, and working with vendors.
• Ensures unresolved items are followed up and properly resolved in a timely manner.
• Completes additional duties as assigned.

• Coordinate daily operations with Housekeeping, Maintenance, F&B, and other departments to drive communication and guest satisfaction.
• Manage room inventory to support smooth daily arrivals.
• Support departmental cost control by following established guidelines for supplies, scheduling, and workflow efficiencies.
• Ensure Front Desk team members are trained in emergency and evacuation procedures.
• Assist with meeting audit requirements and upholding company policies and procedures.
• "Own the desk" by modeling professionalism, service excellence, accuracy, and a proactive approach.

• Provide leadership, coaching, and on?the?floor guidance to Front Desk Agents and Supervisors.
• Assist with onboarding and ongoing training of Front Desk team members.
• Support management by preparing employee feedback, coaching conversations, and performance documentation.
• Act as Manager on Duty as scheduled.

• 2-3 years hotel supervisory experience.
• Extensive knowledge of the hotel, its services, and facilities.

• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Compliance with federal, state and local laws regarding health and safety services.
• Proficiency with computers and computer programs, including Microsoft Word, Excel and Outlook.
• Ability to work long shifts for special events and large crowds.
• Ensure Excellent verbal, written and presentation skills; ability to communicate effectively with community partners, vendors / external parties, and across internal divisions.
• Ability to communicate effectively and follow directions in a multi-lingual environment.
• A passion for the mission, vision, and values of Sherman Associates.
• Office hours may vary due to the specific needs of the hotel.

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets…