The Guest Services Manager is responsible for ensuring an exceptional guest experience by coordinating and influencing the performance of all guest-facing operational departments. This role works supporting and guiding with Front Office, Housekeeping, Food & Beverage Service, and Culinary teams to deliver seamless service in accordance with IHG Brand Standards and hotel operational procedures.

Key Responsibilities

• Guest Experience
  • Champion the IHG Guest Love culture by ensuring memorable and personalized guest experiences.
  • Monitor the complete guest journey from pre-arrival through departure to ensure service excellence.
  • Handle VIP arrivals, long-stay guests, loyalty members, and special requests.
  • Resolve guest concerns promptly and professionally, ensuring timely recovery and follow-up.
  • Drive continuous improvement based on guest feedback and service recovery opportunities.
• Operational Coordination
  • Coordinate daily operations across Front Office, Housekeeping, Food & Beverage Service, and Culinary to ensure smooth service delivery.
  • Conduct daily operational briefings and communicate key information among departments.
  • Ensure interdepartmental communication is timely, accurate, and effective.
  • Support department heads during peak operational periods and major events.
  • Monitor operational readiness before each service period.
• Front Office Oversight
  • Ensure efficient check-in and check-out experiences.
  • Monitor room allocation, occupancy, and guest preferences.
  • Support guest complaint resolution and escalation management.
  • Promote IHG One Rewards recognition and service delivery.
• Housekeeping Coordination
  • Ensure guestrooms and public areas meet cleanliness and presentation standards.
  • Coordinate room availability with Front Office.
  • Monitor VIP room preparation and special amenities.
  • Ensure lost-and-found procedures and housekeeping standards are followed.
• Food & Beverage Service & Culinary Coordination
  • Collaborate with restaurant, banquet, and culinary teams to ensure consistent service quality.
  • Monitor guest dining experiences and address service concerns.
  • Coordinate special dining requests, VIP amenities, and event requirements.
  • Support quality assurance and food safety compliance.
• Quality Assurance & Brand Standards
  • Ensure compliance with IHG Brand Standards and Standard Operating Procedures (SOPs).
  • Conduct regular operational audits and quality inspections.
  • Monitor cleanliness, grooming, service etiquette, and operational presentation.