Guest Service Manager – Luxury Hotel

About the role

The Guest Service Manager leads all Guest Services operations at Aman Rosa Alpina, ensuring a seamless and memorable experience for every guest. Reporting to the Director of Rooms, the role also steps in to supervise Front Office operations when required.

Key responsibilities

• Champion the Service Ritual Seva and Aman Brand Promises, training the team to deliver consistent, high‑quality guest experiences.
• Oversee the Guest Service Team (Guest Relations, Front Office, Guest Service Administrators) to ensure smooth, efficient operations.
• Collaborate with the Front Office Manager to optimise division efficiency and profitability.
• Review and improve existing procedures, supervise front‑desk workflow, and ensure staff are proficient with automation tools.
• Utilise departmental platforms (Microsoft Teams, Hotsos, Okkami, Sevenrooms, Opera Cloud, Alice) and attend daily briefings.
• Manage guest recognition programs, greet arriving and departing guests, coordinate special amenities, and maintain accurate guest profiles.
• Walk the floor regularly, monitor guest requests, update guest history, and spot‑check service quality.
• Handle guest feedback promptly, resolve complaints, and develop VIP and repeat‑guest recognition initiatives.

Required profile

• Proven experience in luxury hospitality or high‑end hotel guest services.
• Strong leadership and team‑training abilities.
• Excellent communication and interpersonal skills.
• Detail‑oriented with a passion for delivering personalized guest experiences.
• Ability to work closely with senior management and cross‑functional departments.

Required skills

• Microsoft Teams
• Hotsos
• Okkami
• Sevenrooms
• Opera Cloud
• Alice