Job Brief

We are looking for a Guest Service Manager to make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel.

Guest Service Manager responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms, and informing them about the hotel’s facilities. You will be largely responsible for keeping our guests happy and surpassing expectations. You will report to the Operations Manager. You will be directly responsible for the Guest Services department. You will work closely with Housekeeping and Facilities Management.

What you will be doing

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests, like in-room dining
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, the elderly, children, and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Manage client relationships – corporate and personal
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences, and programs offered
• Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
• Appraise the team’s performance and produce regular reports
• Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
• Examine daily duties, assign tasks, and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel clients

The Ideal Candidate

• Proven work experience of at least three years as a Guest Service Manager, Hotel Manager, or similar role
• Understanding of all hotel management best practices and relevant laws
• Hands-on experience with Hotel Management Software (PMS)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation
• BSc degree in Hospitality Management, Tourism, Business Administration, or a relevant field