Guest Service Manager – Front Desk

About the role

The Guest Service Manager, Front Desk leads daily operations of the front desk at a resort‑style hotel. You will interact with guests, cast members, external partners and service providers to ensure a seamless arrival and departure experience while delivering exceptional service.

Key responsibilities

• Oversee all front‑desk activities and ensure strategic plans are executed daily.
• Resolve guest issues promptly with a positive, professional attitude.
• Lead and coach the front‑desk team to exceed guest expectations.
• Develop and transfer knowledge to entry‑level managers and frontline staff.
• Handle emergencies and operational problems across hotel and park areas.
• Audit daily financial records, monitor labor costs and prevent financial losses.
• Maintain constant communication with guests, cast members and partners.

Required profile

• College diploma or bachelor’s degree in Hotel Management with relevant certifications.
• Minimum 2 years of managerial experience in front‑office operations.
• Strong organizational, time‑management and attention‑to‑detail abilities.
• Proven ability to collaborate across teams, coach staff and resolve conflicts.
• Passion for mentoring cast members and developing talent.
• Fluent conversational Mandarin and English.

Required skills

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