Guest Service Manager

Job Description

JOB DESCRIPTION

Position: Guest Service Manager
Department: Front Office
Reports To: Front Office Manager / Director of Sales
Hotel: ibis Styles Kuala Lumpur Fraser Business Park

Job Summary

The Guest Service Manager is responsible for overseeing daily Front Office operations, ensuring smooth guest arrivals and departures, maintaining high standards of guest satisfaction and delivering exceptional service in accordance with Accor and ibis Styles brand standards.

The position is responsible for supervising Front Office team members, handling guest complaints, ensuring operational efficiency and supporting the achievement of hotel revenue and service quality objectives.

Key Responsibilities

1. Front Office Operations

• Oversee daily Front Office operations, including check-in, check-out, guest inquiries and room assignments.

• Ensure smooth coordination between Front Office, Reservations, Housekeeping and other departments.

• Monitor room availability, occupancy, VIP arrivals, group check-ins and special guest requests.

• Ensure all Front Office procedures comply with hotel policies, operational standards and Accor brand requirements.

• Monitor and ensure accurate guest registration, payment collection, billing and cashiering procedures.

• Ensure all OPERA PMS Alerts, Traces and guest instructions are reviewed and strictly followed.

• Conduct daily shift briefings and ensure proper communication and handover between shifts.

2. Guest Relations & Service Excellence

• Ensure a high standard of guest service and satisfaction throughout the guest journey.

• Handle guest complaints, feedback and service recovery professionally and promptly.

• Attend to VIP guests, special requests and sensitive guest situations.

• Monitor guest feedback through TrustYou, online reviews and other guest satisfaction platforms.

• Identify recurring guest complaints and implement corrective actions to improve service delivery.

• Promote Accor's Heartist® culture and service philosophy among Front Office team members.

3. Team Supervision & Development

• Supervise, guide and motivate Front Office team members to maintain operational efficiency.

• Prepare and monitor duty rosters, shift schedules, attendance and manpower requirements.

• Conduct regular team briefings, coaching and on-the-job training.

• Monitor team performance, grooming, discipline and adherence to hotel policies.

• Identify training needs and support team members' professional development.

• Ensure effective teamwork, communication and cooperation across departments.

4. Financial & Revenue Responsibilities

• Ensure accurate billing, payment collection, deposits and daily cashiering procedures.

• Monitor outstanding guest balances, credit arrangements and payment discrepancies.

• Ensure compliance with payment restrictions, credit policies and approved billing instructions.

• Support room upselling, room revenue optimisation and promotional activities.

• Promote ALL – Accor Live Limitless membership enrolment and guest loyalty initiatives.

• Minimise revenue leakage, billing errors and operational discrepancies.

5. Safety, Security & Compliance

• Ensure guest safety, security and confidentiality are maintained at all times.

• Handle guest incidents, emergencies, lost property and security-related matters in accordance with hotel procedures.

• Ensure all incidents are properly documented, investigated and escalated to Management.

• Coordinate with Security and relevant departments during emergencies or operational disruptions.

• Ensure compliance with hotel Standard Operating Procedures (SOPs), safety regulations and internal audit requirements.

• Maintain accurate guest records and ensure compliance with applicable data protection requirements.

6. Reporting & Administration

• Prepare and review daily Front Office operational reports, occupancy updates and guest-related reports.

• Monitor daily arrivals, departures, room status and operational issues.

• Ensure proper documentation of guest complaints, incidents, shift handovers and follow-up actions.

• Participate in departmental meetings and Management briefings.

• Recommend improvements to Front Office procedures and guest service standards.

• Perform other duties assigned by Management.

Qualifications

Job Requirements

• Diploma or Degree in Hospitality Management, Hotel Management or a related field.

• Minimum 3–5 years of Front Office experience, including at least 1–2 years in a supervisory or management position.

• Previous experience in an Accor hotel or international hotel chain is an advantage.

• Good knowledge of OPERA Property Management System (PMS).

• Strong understanding of Front Office operations, guest relations, cashiering and hotel procedures.

• Excellent leadership, problem-solving and decision-making skills.

• Strong communication and interpersonal skills.

• Good command of written and spoken English and Bahasa Malaysia.

• Ability to handle guest complaints and challenging situations professionally.

• Willingness to work rotating shifts, weekends and public holidays.

• Ability to work independently and effectively under pressure.

Key Performance Indicators (KPIs)

• Guest satisfaction scores and positive guest feedback.

• Timely resolution of guest complaints and service recovery cases.

• Compliance with Front Office SOPs and Accor brand standards.

• Accuracy of billing, payment collection and cashiering procedures.

• Achievement of ALL membership enrolment targets.

• Front Office team performance, productivity and training completion.

• Reduction in operational errors, guest complaints and recurring incidents.

• Effective coordination and communication between departments.

Additional Information

Key Goal:
Deliver good service