Guest Service Manager at IBIC Investment Holdings

Job Description

• As the Guest Service Manager, you will be the heartbeat of our guest experience ensuring consistency, quality, and warmth in every guest interaction.
• You will oversee front office operations, reservations, guest relations, and team performance, working closely with all departments to deliver seamless and personalized service at every stage of the guest journey.

Key Responsibilities
Guest Relations & Experience:

• Lead by example in delivering a luxury guest experience from check-in to check-out
• Resolve guest concerns and complaints promptly with professionalism and empathy
• Monitor guest feedback channels and implement service improvements accordingly

Operational Oversight:

• Supervise front desk, concierge, and reservations teams to ensure efficient daily operations
• Coordinate with housekeeping, maintenance, and F&B departments for flawless service delivery
• Maintain accuracy in guest data, billing, and reporting using the PMS

Team Leadership:

• Train, coach, and motivate team members to uphold service standards and SOPs
• Conduct performance reviews and ensure the continuous development of staff
• Foster a culture of hospitality, accountability, and excellence

Revenue & Reservations

• Oversee reservation processes and booking systems
• Drive upselling of rooms and services to optimize revenue
• Collaborate with revenue management on occupancy goals and performance KPIs

Reporting & Compliance:

• Ensure compliance with company policies and regulatory requirements
• Prepare and present daily, weekly, and monthly performance reports
• Safeguard guest privacy and data integrity at all times

Requirements

• Degree or diploma in Hospitality or a related field is an advantage
• Minimum of 3- 5 years in a supervisory or managerial role within hospitality
• Strong leadership and interpersonal skills
• Excellent communication, problem-solving, and conflict resolution abilities
• Proficiency in using Property Management Systems (Hospital, booking.com, Opera, Cloudbeds etc.)
• Willingness to work flexible hours, including weekends and holidays