We are an investment firm with primary engagement in real estate development & brokerage, cryptocurrency investment & exchange. Our interests also cut across farming (poultry, piggery, plantation, snail & fish farming), logistics & haulage as well as cleaning & fumigation services. 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
