Guest Service Manager

Guest Service Manager

Responsible for managing operations, ensuring smooth guest check-in/check-out, delivering excellent customer service, supervising staff, and coordinating with housekeeping, restaurant, and maintenance teams to provide a seamless guest experience.

Key Responsibilities

• Supervise reception and reservations.
• Welcome guests and handle check-in/check-out efficiently.
• Resolve guest inquiries, requests, and complaints.
• Manage room reservations and occupancy.
• Coordinate with housekeeping and restaurant teams.
• Oversee billing, payments, and cash reconciliation.
• Prepare operational reports.
• Recruit, train, and supervise front office staff.
• Maintain service quality and company standards.
• Promote resort services and ensure guest satisfaction.
• Coordinate with Backend Reservation Team and Travel Partners.

Qualifications

• Bachelor's degree or Diploma in Hospitality, Hotel Management, Business Administration, or related field.
• 3-5 years of Resort or hotel experience preferred, including 1-2 years in a supervisory role.

Required Skills

• Fluent English and Hindi language must.
• Leadership and team management.
• Excellent communication and customer service.
• Knowledge of PMS and reservation systems.
• Organizational, multitasking, and problem-solving skills.
• Basic financial and MS Office proficiency.
• Flexibility to work shifts, weekends, and holidays.

KPIs

• Guest satisfaction.
• Efficient check-in/check-out.
• Reservation accuracy and occupancy.
• Complaint resolution.
• Staff productivity.
• Revenue from guest services.
• Compliance with service standards.

Reporting To: General Manager / Resort Manager