Guest Service Manager

About this role

The role is to lead YellowDoor Hotels’ guest services and front desk teams, ensuring smooth operations, addressing guest concerns, and upholding service standards across shifts in a fast-moving hotel. It is a hands-on management position focused on guest experience and front desk leadership. The employer operates YellowDoor Hotels, a boutique hotel with a professional and warm team culture. The position involves coordinating arrivals, guest requests, and shift handovers while producing shift reports and analysing guest issues.

What you would do

• Lead the front desk and guest services across daily shifts.
• Resolve guest concerns and turn difficult moments into positive experiences.
• Coach staff and enforce clear service standards.
• Coordinate arrivals, guest requests, and smooth shift handovers.
• Produce timely shift reports.
• Address recurring guest issues and trends.
• Oversee shift operations and handovers.
• Monitor service delivery to maintain standards.
• Support staff development and performance.
• Ensure consistent service during busy periods.

What they are asking for

• 4-8 years of experience in guest services or front desk leadership.
• Experience in guest recovery and complaint resolution.
• Leadership experience in premium or boutique hotel settings (4–5 years).
• Experience with front-desk shift operations and handovers.
• Coaching and performance management skills.
• Ability to analyse service reports and guest-issue trends.

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