Guest Service Manager

About the role

The Guest Service Manager reports directly to the Front Office Manager and ensures that all guest service and hotel operations run smoothly. This role coordinates with multiple departments to deliver prompt, personalized attention to every guest, especially VIP and loyalty program members.

Key responsibilities

• Provide functional assistance and direction to all hotel departments and ensure effective communication.
• Supervise and guide reception staff on each shift, handling peak‑period support for front‑office and other areas.
• Monitor guest areas, facilities, and equipment to guarantee cleanliness and proper operation.
• Oversee staff conduct, uniform standards, hygiene, and appearance.
• Check billing instructions, monitor guest credit, and approve discounts, rebates, and rate variance reports.
• Act swiftly with the Property Management System (PMS) during emergencies and follow hotel emergency procedures.

Required profile

• Diploma or vocational certificate in Hotel Administration, Hotel Management or a related field.
• Minimum 2 years of front‑office or guest‑service experience, including supervisory responsibilities.
• Strong communication, writing, problem‑solving and organizational abilities.

Required skills

• Proficiency in Microsoft Office.