Guest Service Manager, Bell Service & Concierge

About the role

The Guest Service Manager, Bell Service & Concierge leads daily operations of bell services, valet parking, luggage transport and concierge functions at a resort‑style hotel. You will interact with guests, cast members and external partners to ensure a seamless arrival and departure experience while maintaining high service standards.

Key responsibilities

• Oversee daily operations of Bell Service, Parking Valet, Luggage Transportation and Concierge.
• Implement strategic plans and workflows that exceed guest expectations.
• Resolve guest issues promptly with a professional attitude.
• Coach and develop entry‑level managers and frontline staff.
• Handle emergencies and operational problems across hotel and park areas.
• Audit financial records, monitor labor costs and prevent losses.
• Collaborate with internal teams and external service providers to ensure smooth service delivery.

Required profile

• College diploma or bachelor’s degree in Hotel Management (or equivalent certifications).
• Minimum 2 years of managerial experience in Front Office or related hospitality operations.
• Proven ability to raise guest service standards and manage cross‑functional teams.
• Strong organizational, time‑management and conflict‑resolution skills.
• Fluent conversational proficiency in Mandarin and English.
• Willingness to work flexible schedules, including weekends, holidays and shift rotations.

Required skills

• Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Hotel Property Management System (PMS).
• Keycard lock and ticketing systems.
• Visionline system (preferred).
• Galaxy system (preferred).