Operations Manager (Guest Services & Concierge)

Job Summary

We are seeking a strategic, results-oriented and guest-centric Operations Manager (Concierge) to join our team. This role is responsible for leading and optimizing Concierge and Guest Services operations, driving service excellence, and ensuring alignment with overall business objectives. You’ll play a key role in shaping operational strategies, developing high-performing teams, and delivering exceptional guest experiences at scale.

Responsibilities

• Lead and oversee all Concierge and Guest Services operations, ensuring alignment with brand standards and business goals.

• Develop and implement strategies to enhance service quality, operational efficiency, and guest satisfaction.

• Oversee manpower planning, resource allocation, and workforce optimization.

• Analyze guest feedback, operational data, and performance metrics to drive continuous improvement.

• Manage high-level guest escalations and ensure effective resolution.

• Establish, review, and enhance SOPs and service standards.

• Lead, coach, and develop Assistant Operations Managers and frontline teams.

• Strengthen cross-department collaboration to ensure seamless end-to-end guest experiences.

• Build and maintain relationships with external partners and service providers.

• Ensure compliance with safety, security, and operational policies.

Qualifications

• Diploma or Degree in Hospitality, Tourism, or related field.

• Minimum 6–8 years of experience in Concierge or Guest Services, with at least 2–3 years in a managerial role.

• Strong background in hospitality operations, preferably in a luxury environment.

• Proven track record in leading teams and driving operational improvements.

• Strong analytical, organizational, and leadership capabilities.