Guest Service Manager

Duties

• Oversee all front office operations including check-in, check-out, concierge, and butler services.
• Ensure every guest interaction reflects the luxury brand standards.
• Handle and resolve guest complaints, requests, and escalations swiftly and professionally.
• Monitor daily arrivals and departures, coordinating VIP and special occasion arrangements.
• Lead, coach, and develop the Guest Service team through regular briefings and performance reviews.
• Review guest feedback and online reviews on GuestRevu, TripAdvisor or similar; develop action plans for continuous improvement.
• Manage room assignments, upgrades, and allocation in collaboration with Reservations and Housekeeping.
• Maintain current knowledge of all hotel facilities, local attractions, and VIP guest preferences.
• Ensure the lobby and reception areas are impeccably presented at all times.
• Monitor and manage the shift...