Guest Services Manager

About the role

The Guest Services Manager leads the guest experience team at a premier resort, ensuring every interaction—from check‑in to check‑out—delivers exceptional service. This position works closely with sales and events teams to create seamless stays for individual guests, VIPs, and large groups.

Key responsibilities

• Oversee front desk, concierge, bell services, and PBX operations, maintaining high service standards.
• Monitor the guest journey, promptly addressing issues to guarantee satisfaction.
• Recruit, train, and develop a professional guest services team.
• Collaborate with sales and events departments to manage group arrivals, VIP requests, and convention logistics.
• Handle escalated guest complaints and implement effective service recovery strategies.
• Support revenue goals by coaching the team on upselling room upgrades and additional amenities.

Required profile

• Minimum 3 years of managerial experience in guest services, preferably in a resort or convention hotel.
• Strong leadership, communication, and organizational abilities.
• Proven track record in handling guest complaints and delivering service recovery.
• Bachelor’s degree in Hospitality Management or equivalent experience preferred.

Required skills

• Proficiency with property management systems (PMS).
• Experience using guest service technologies.
• Familiarity with event management platforms.