Guest Services Manager

Job Description

The role is suited for dedicated and guest-focused Front Office professionals who are committed to delivering excellent customer service and assisting guests with care and attention throughout their stay. As a Guest Services Manager, the responsibility is to oversee guest services, ensuring all interactions are professional and attentive, and that each guest’s experience is smooth, comfortable, and memorable.

Key Responsibilities

• Keep current knowledge of hotel facilities, services, local attractions, events, operating hours, and promotions to provide accurate information to guests
• Gather and record guest feedback and preferences regarding hotel services, ensuring timely action is taken to enhance guest satisfaction
• Supervise guest service staff to ensure high-quality service, personal recognition, and prompt attention from guest arrival to departure
• Handle guest complaints professionally, resolving issues quickly and maintaining positive relationships between guests and management
• Ensure all front office areas are maintained in a clean, safe, hygienic, and orderly condition at all times
• Coordinate and respond to guest needs, requests, and personal preferences efficiently
• Organize and implement special requests, personal preferences, and amenity distribution according to departmental standards

Skill & Experience

• Degree in Hospitality Management or a related field, with prior experience in the Front Office department of a hotel
• Fluency in both written and spoken English, with excellent communication skills
• Impeccable personal presentation and professional appearance at all times
• Strong problem-solving skills, with the ability to handle guest issues efficiently and diplomatically
• Good computer literacy, including familiarity with hotel management systems
• Knowledge and experience with Opera PMS or similar hotel software is highly valued
• Ability to work under pressure while maintaining high standards of service and professionalism
• Strong interpersonal skills to interact effectively with guests, colleagues, and other departments