Guest Service Manager

The Camellia House; Almora District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

The Camellia House invites applications for a Guest Service Manager to lead front-office operations and deliver exceptional guest experiences. You will supervise reception, reservations, and front-office staff while coordinating with housekeeping, restaurant, and maintenance to ensure seamless service.

The role requires strong leadership, fluent English and Hindi, and hands-on experience with PMS and reservation systems. Shift work and weekends are expected as part of the role.

Qualifications

• Bachelor's degree or Diploma in Hospitality, Hotel Management, Business Administration, or related field.
• 3-5 years of Resort or hotel experience preferred, including 1-2 years in a supervisory role.

Responsibilities

• Supervise reception and reservations.
• Welcome guests and handle check-in/check-out efficiently.
• Resolve guest inquiries, requests, and complaints.
• Manage room reservations and occupancy.
• Coordinate with housekeeping and restaurant teams.
• Oversee billing, payments, and cash reconciliation.
• Prepare operational reports.
• Recruit, train, and supervise front office staff.
• Maintain service quality and company standards.
• Promote resort services and ensure guest satisfaction.
• Coordinate with Backend Reservation Team and Travel Partners.

Skills

Leadership

Team management

Communication

Customer service

PMS knowledge

Reservation systems

Organizational skills

Multitasking

Problem solving

MS Office

Shift flexibility

Education

Bachelor's degree or Diploma in Hospitality/Hotel Management or related field

Tools

MS Office

PMS software

Reservation system software

Job description

Guest Service Manager

Responsible for managing operations, ensuring smooth guest check-in/check-out, delivering excellent customer service, supervising staff, and coordinating with housekeeping, restaurant, and maintenance teams to provide a seamless guest experience.

Key Responsibilities

• Supervise reception and reservations.
• Welcome guests and handle check-in/check-out efficiently.
• Resolve guest inquiries, requests, and complaints.
• Manage room reservations and occupancy.
• Coordinate with housekeeping and restaurant teams.
• Oversee billing, payments, and cash reconciliation.
• Prepare operational reports.
• Recruit, train, and supervise front office staff.
• Maintain service quality and company standards.
• Promote resort services and ensure guest satisfaction.
• Coordinate with Backend Reservation Team and Travel Partners.

Qualifications

• Bachelor's degree or Diploma in Hospitality, Hotel Management, Business Administration, or related field.
• 3-5 years of Resort or hotel experience preferred, including 1-2 years in a supervisory role.

Required Skills

• Fluent English and Hindi language must.
• Leadership and team management.
• Excellent communication and customer service.
• Knowledge of PMS and reservation systems.
• Organizational, multitasking, and problem-solving skills.
• Basic financial and MS Office proficiency.
• Flexibility to work shifts, weekends, and holidays.

KPIs

• Guest satisfaction.
• Efficient check-in/check-out.
• Reservation accuracy and occupancy.
• Complaint resolution.
• Staff productivity.
• Revenue from guest services.
• Compliance with service standards.

Reporting To: General Manager / Resort Manager