Guest Services Manager

Job Summary

The Guest Services Manager plays a key leadership role in overseeing daily Front Desk operations, ensuring team members productivity, operational efficiency, and a positive, service‑driven work environment. This role champions our purpose by guiding the team to bring warmth, charm, and heartfelt hospitality at every touchpoint, welcoming guests with sincerity, anticipating their needs, and delivering an elevated and memorable experience.

Areas of Focus

Ensure that every team member consistently delivers emotional connection, warmth, and charm in guest interactions.

Strategic Responsibilities / Duties

Guest Experience & Service Excellence

1. Coordinate closely with all departments on VIP arrivals, group/crew movements, and special requests to ensure seamless organization and execution.

2. Welcome, escort, and bid farewell to VIP guests and any guest requiring special attention; ensure all preparations for VIP arrivals/departures are well organized.

3. Ensure staff welcome, escort, and bid farewell to VIP guests, regular guests, Club guests.

4. Maintain presence in the Lobby and Driveway during peak periods to ensure smooth traffic flow and brand‑aligned guest experience.

5. Build close relationships with in‑house guests and provide personalized service to enhance emotional connection.

Operational Excellence

6. Monitor room standards and collaborate with relevant departments to address deficiencies.

7. Conduct frequent inspections of guest rooms and Rooms areas to uphold quality and service standards.

8. Ensure Night Audit reports and daily sales are correctly checked, processed, and balanced.

9. Oversee accuracy and completeness of guest registration cards, profiles, history, billing correspondence, and bucket checks.

Planning, Standards & Compliance

10.Review occupancy forecasts and plan procedures for high‑occupancy periods to ensure smooth arrivals and departures.

11.Ensure compliance with Front Office SOPs related to Safe Deposit Boxes, In‑Room Electronic Safes, Guest Room Key Cards, and security procedures.

12.Maintain complete, well‑organized files and records such as SOPs, policies, rosters, training reports, competency records, upselling reports, and leave documentation.

Team Leadership & Development

13.Supervise Front Desk team members, ensuring excellent performance, alignment with service standards and overall well being.

14.Plan and prepare monthly rosters, accounting for leave, public holidays, occupancy forecasts, and operational needs.

15.Identify training needs and propose appropriate training programs to enhance team capability and service excellence.

16.Maintain and update competencies for probation evaluations, performance appraisals, and promotions.

Guest Relations & Service Recovery

17.Work closely with Housekeeping, VIP Services, Concierge and other departments to fulfil special requests and manage service recovery effectively.

18.Update guest history profiles based on interactions to support future personalization.

Safety& Emergency Response

19.Support the Security team during emergencies (fire alarms, power failures, system issues, medical situations), coordinating with relevant departments.

Other Responsibilities

20.Perform other duties as assigned by the direct reporting manager.

Key Skills and Requirements

1. Hospitality Diploma or Degree holders would be an advantage.

2. Minimum 5 years of experience working in the hospitality industry, with 2 years of related experience in the similar capacity as a Duty Manager.

3. Self-motivated with good interpersonal skill.

4. Able to work independently and manage multiple requests efficiently.

5. Willingness to work rotating shifts, including weekends and Public Holidays, on a 5-day work week.