Job description
Azure Luxe Hospitality is seeking a Guest Services Manager to lead our front-of-house operations at a premium hotel in Singapore. This role blends hospitality leadership with guest-centric execution, ensuring impeccable service and memorable experiences for high-net-worth guests.
As a critical member of the leadership team, you will optimize service workflows, mentor a diverse team, and partner with departments to deliver seamless guest journeys across arrival, stay, and departure.
What you will do is drive service excellence, elevate guest satisfaction scores, and contribute to revenue growth through proactive upselling, loyalty initiatives, and operational improvements.
Responsibility
- Lead front desk, concierge, and guest services teams to deliver personalized, proactive service from check-in to departure.
- Develop and implement service standards, SOPs, and guest satisfaction metrics to ensure consistent experiences across all touchpoints.
- Handle guest escalations with calm professionalism, resolving issues to restore trust and loyalty.
- Collaborate with Food & Beverage, Housekeeping, and Event teams to create seamless guest journeys and memorable moments.
- Monitor KPIs (guest satisfaction scores, timing of service, upsell rates) and drive improvements through coaching and data-driven decisions.
- Recruit, train, and develop staff; foster a culture of excellence, inclusion, and accountability.
- Manage departmental budget, track costs, and optimize resource utilization without compromising service quality.
Qualification
- Bachelor’s degree in Hospitality, Tourism, or a related field (or equivalent work experience).
- Minimum 5 years of leadership experience in front-office or guest services within luxury hotels or premium properties.
- Exceptional communication, interpersonal, and problem-solving skills with a guest-centric mindset.
- Proven ability to manage high guest expectations and resolve complaints gracefully and effectively.
- Strong financial acumen with experience in budgeting and revenue-generating initiatives.
- Proficiency in property management systems ( Opera, Fidelio, RMS) and MS Office; tech-savvy with a continuous improvement mindset.
- Fluent in English; additional languages are a plus.