Guest Services Manager
Position Description
Position Overview
We are seeking an experienced and service-driven Guest services Manager to lead the front desk and guest services operations within a luxury hotel environment. This role is responsible for ensuring exceptional guest experiences from arrival to departure while maintaining the highest standards of hospitality and operational excellence.
The ideal candidate is a strong leader who thrives in a fast-paced environment, is highly visible with guests, and has a passion for delivering personalized luxury service.
Key Responsibilities
Oversee all front office operations including front desk, guest services, concierge, and bell staff
Ensure a seamless guest arrival and departure experience while maintaining luxury service standards
Manage daily front office operations including scheduling, staffing, and service coverage
Handle guest concerns and service recovery to maintain high guest satisfaction scores
Monitor and manage room inventory, upgrades, and VIP arrivals
Train, coach, and develop front office team members to deliver exceptional hospitality
Work closely with housekeeping, reservations, and hotel leadership to ensure operational alignment
Maintain compliance with hotel brand standards and operational procedures
Analyze guest feedback and implement service improvements
Qualifications
3–5+ years of front office leadership experience in a luxury hotel or upscale hospitality environment
Strong knowledge of hotel front office systems and operations
Exceptional guest service and problem-resolution skills
Ability to lead and motivate a diverse hospitality team
Strong communication and organizational skills
Ability to work flexible schedules including evenings, weekends, and holidays
Preferred Qualifications
Experience with luxury hotel brands
Multi-lingual candidates are a plus
Compensation & Benefits
Competitive salary based on experience
Health, dental, and vision benefits
Paid time off and holiday pay
Opportunities for career advancement within the hotel