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Guest Service Manager

Trelawny
Not disclosed
Not disclosed
Updated 08/12/2025

About the Role:

The Guest Service Manager is responsible for ensuring a warm, personalized, and seamless experience for all guests. This role leads the Concierge Exteriors team and works closely with hotel leadership to enhance guest satisfaction, loyalty, and service standards. Your mission: elevate every moment of the guest journey.

Requirements:

Bachelor’s degree in Tourism, International Relations, or related field.
Minimum 1 year of experience in a similar role.
Strong knowledge of service quality standards and guest experience management.
Experience handling guest feedback and complaint resolution.
Familiarity with platforms like TripAdvisor and social media.
Conversational English.
Proficiency in Microsoft Office and internet tools

Key Comeptencies:

Excellence Commitment & Service Attitude
Leadership & Team Management
Emotional Intelligence & Effective Communication
Problem-Solving & Decision-Making
Results Orientation & Execution Under Pressure

Key Responsabilities:

Welcome guests and ensure an exceptional arrival experience.
Manage loyalty reports in PMS systems and follow up on guest profiles.
Coordinate service recovery actions and ensure timely resolution of guest incidents.
Maintain constant communication with guests to anticipate and exceed expectations.
Oversee celebration arrangements (e.g., birthdays) to deliver personalized service.
Update and manage the guest incident panel daily.
Create and supervise team schedules ensuring effective coverage.
Supervise Excellence Club amenities, towel distribution, and palapa presentation.
Conduct consistent guest interactions to strengthen relationships.
Manage requisitions of supplies and equipment through NewStock.
Coordinate with Housekeeping for replenishment of materials and décor.
Support sales strategies and promote additional hotel services.
Encourage guests to leave reviews on online platforms and manage digital feedback.
Strengthen relationships with VIP and repeat guests.
Assist guests with external arrangements ensuring safety and comfort.
Collaborate in sustainability initiatives aligned with company goals.

🌐 Apply Now & Be Part of The Excellence Collection

If you are passionate about luxury hospitality, guest experience, and leadership, we want to meet you!

📩 Apply today and grow with The Excellence Collection.
#ExcellenceCareers #GuestServiceManager #HospitalityJobs #LuxuryResorts #WeAreHiring #GrowWithExcellence

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Answer these quick questions

Q-1

Do you have experience managing guest incidents, complaints, or service recovery cases?

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Q-1

Do you have at least 1 year of experience in a Guest Service, Concierge, or Front Office leadership role in a hotel or resort?

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Q-1

Do you have experience supervising or scheduling teams (e.g., concierge or guest services)?

Q -1

Q-1

o you have knowledge of digital platforms such as TripAdvisor, guest feedback tools, or PMS systems?

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