Guest Services Manager

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Employment: Full Time

The Position

Oversees and directs all aspects of Concierge and Bell service operations, continually striving to deliver the highest quality of service to guests, whilst adhering to all legal rules, regulations, and guidelines of the hotel.


- Supervises and directs Concierge, Bell Desk activities and Bell Staff as well as Doormen, Valet Parking and airport transportation requirements
- Responsible for sorting and distributing guests' and administrative mail
- Provides information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interest to guests
- Recommends first and foremost the hotel's own Food and Beverage outlets before outside restaurants, with full knowledge of the outlets (e.g. cuisine, operating times, etc.)
- Ensures the lobby is always kept in an orderly fashion and that ashtrays are kept clean
- Coordinates the paging of guests in the lobby and Food & Beverage outlets
- Maintains the hotel information directory (function board) and ensures that the information is current and accurate at all times
- Prepares efficient work and vacation schedule for Concierge, Doorman and Bell Services, taking into consideration project occupancy and forecasts and large group movements
- Ensures that all Concierge, Doormen, Valet and Bell staff are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently
- Handle problems associated with guests and liaise with department heads or executive management in the absence of the Director of Rooms
- Works with Director of Rooms in preparing the department's budget; controls and monitors departmental costs on an ongoing basis to ensure performance against budget

Human Resources and Training

- Works with Front Office Manager/Director of Rooms and Human Resource Manager to ensure productive staff performance.

Duties include:
- Planning for future staffing needs and recruiting in line with company guidelines
- Prepares and administers detailed induction program for new staff
- Maintains a comprehensive, current and guest focused set of departmental standards and procedures and implements them through thorough on-the-job training
- Ensures training needs analysis of departmental staff is carried out and training programs are designed and implemented to meet those needs
- Conducts probation and formal performance appraisal discussions; coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

Occupational Health and Safety Responsibilities

- Adheres to OH&S policies and procedures and ensures direct reports do the same
- Log security incidents and accidents in accordance with hotel requirements



- Good English language verbal communication skills
- Strong leadership and teamwork skills
- Solid interpersonal skills; able to ascertain and effectively address guest/employee needs
- Ability to promote positive relations with hotel residents and patrons
- Ability to exercise good judgment with difficult guests
- Understanding and ability to work in a multi-cultural environment
- Ability to work with constant interruptions with a high degree of professionalism
- Ability to prioritize and organize work assignments; delegate work
- Ability to direct performance of staff and follow up with corrections where needed


- Degree from School for Tourism & Hotel Management


- Minimum five years' experience as a Concierge or in a related position


A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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