Guest Services Manager

We are looking for a Guest Service Manager who will be responsible for ensuring an exceptional experience for our guests, leading the areas of Reception, Concierge, Reservations, Butler Service, and Experiences, ensuring an efficient, personalized operation aligned with our brand's luxury standards.

Main responsibilities

• Supervise the daily operation of Reception, Concierge, Reservations, and Butler Service.
• Guarantee a personalized experience throughout the guest's stay.
• Lead, develop, and monitor the performance of the Guest Services team.
• Coordinate operations with Housekeeping, Kitchen, Maintenance, Security, and other departments to ensure impeccable service.
• Manage special requests, VIP guests, and resolve incidents in a timely manner.
• Supervise food and beverage service standards during the guest experience.
• Analyze satisfaction indicators, comments, surveys, and reviews on digital platforms to implement continuous improvements.
• Prepare executive reports and follow up on performance indicators.
• Coordinate experiences, activities, and personalized services for domestic and international guests.
• Ensure compliance with luxury hospitality policies, procedures, and standards.

Required profile:

• Bachelor's degree in Tourism, Hospitality, Hotel Administration, or a related field.
• Minimum of 3 to 5 years of experience in Front Office, Guest Experience, or similar positions within boutique hotels, resorts, or luxury properties.
• Proven experience leading operational teams.
• Advanced English is indispensable (conversational and business).
• Proficiency in hotel PMS, Microsoft Office, and Excel.
• Experience in VIP guest management, service recovery, and conflict resolution.
• Knowledge of guest satisfaction indicators and online reputation.

Competencies

• Leadership and team development.
• Excellent communication.
• High focus on guest service.
• Emotional intelligence.
• Organization and attention to detail.
• Decision making.
• Problem solving.
• Working under pressure.
• Results orientation and continuous improvement.

We offer

• Statutory benefits.
• Opportunity for professional growth.
• Continuous training.
• Excellent work environment.
• Being part of an exclusive luxury hospitality project.

If you are a person passionate about excellence in service and are looking to develop your career in a high-level property, we would love to meet you.

-Requirements-

• Minimum education: Higher education - Bachelor's degree
• 3 years of experience
• Languages: English
• Age: between 30 and 50 years
• Knowledge: Results orientation, Operations, Reception, Reservations, Supervision of operations
• Availability to travel: Yes

Keywords:

lider, jefe, gerente, manager, director, chief, lead, jefatura, regente