Guest Service Manager

About the Role

We are seeking a Guest Service Manager to collaborate closely with the Front Office leadership team. The role focuses on enhancing service excellence, improving guest satisfaction, and motivating a high-performing team to achieve outstanding results.

Key Responsibilities

• Provide warm, authentic, and anticipatory service that aligns with the brand's Vision and Mission.
• Foster a service-centric, high-performance environment by developing, implementing, and maintaining Standard Operating Procedures (SOPs) designed to boost guest satisfaction.
• Lead, mentor, and motivate the Front Office team to elevate service levels while supporting department profitability.
• Manage all Front Office operations including guest arrivals and departures, room inventory, service quality, cost management, revenue generation initiatives, system oversight, budgeting, and policy enforcement.
• Support team growth with regular coaching sessions, schedule management, performance reviews, recognition, and career development opportunities.
• Analyze guest feedback and operational metrics to identify improvement areas and execute effective action plans.
• Ensure full compliance with Sofitel brand standards, keeping the team well-informed about hotel amenities, services, events, pricing, local attractions, and operational policies.
• Review and interpret daily operational reports to make data-driven decisions.
• Effectively address and resolve guest complaints to maintain trust and satisfaction.
• Provide managerial assistance throughout the Rooms Division to ensure seamless daily operations.
• Plan staffing based on forecasts to maintain optimal guest experience levels.
• Manage ALL – Accor Live Limitless loyalty and recognition programs, including promotion of upsell initiatives.
• Cultivate a positive team atmosphere by encouraging engagement, recognizing achievements, and establishing meaningful rewards.