Duty Manager / Guest Service Manager (GSM)
Core
Oversee daily operations and guest service delivery across all guest-facing areas to ensure operational excellence and high satisfaction.
Role type
Senior Guest Service Manager (Duty Manager)
Builds
Guest experiences and operational standards for luxury hotel properties
Domain
Hospitality / Luxury Hotel Operations
Deliverable
product features
Required skills
Operational leadership, guest relations, conflict resolution, team coaching, SOP adherence, VIP service management, shift coordination, health and safety compliance
Preferred skills
Luxury hotel experience, multi-department coordination, proactive problem solving, report analysis
Technologies
N/A
Responsibilities
Oversee daily operations across all guest-facing areas; Serve as primary point of contact for guest inquiries and complaints; Support and guide front office, concierge, housekeeping, and F&B departments; Prepare and review daily operational reports; Monitor and maintain high standards of guest service; Handle VIP arrivals and special requests; Train, coach, and mentor team members; Conduct daily briefings and coordinate with department heads; Manage guest satisfaction metrics and service recovery; Ensure health, safety, and security procedures are followed
Seniority
Senior, hands-on IC