Job Title: Guest Services Manager

Location: Opal Hotel – Amman
Department: Guest Services
Reports to: General Manager
Job Type: Full-time

About the Role:

Opal Hotel – Amman is looking for a highly organized and guest-focused Guest Services Manager to lead our guest services team and ensure the highest level of hospitality. The successful candidate will be responsible for overseeing all guest service operations, ensuring that guest needs are met promptly and professionally, and enhancing overall guest satisfaction throughout their stay.

Key Responsibilities:

Guest Services Management:

• Oversee and coordinate all guest service activities to deliver exceptional experiences.

• Ensure smooth coordination between departments such as front desk, housekeeping, and food & beverage services.

Guest Complaint Resolution:

• Handle guest complaints with empathy and efficiency.

• Implement corrective actions to ensure guest satisfaction and long-term loyalty.

Service Standards Monitoring:

• Ensure that all guest services staff consistently follow the hotel’s service excellence standards.

• Monitor guest satisfaction levels and take proactive measures to exceed expectations.

Team Leadership & Training:

• Lead, mentor, and train the guest services team to maintain high service standards.

• Assign daily tasks and ensure professional execution by all team members.

Guest Experience Enhancement:

• Develop and implement strategies to enhance guest comfort, personalization, and satisfaction.

• Collect and analyze guest feedback to identify opportunities for improvement.

Cross-Departmental Coordination:

• Collaborate with departments such as maintenance, security, and restaurants to meet guest needs.

• Ensure fast and effective response to any special requests.

Performance Reporting:

• Prepare regular reports on guest satisfaction, complaints, and departmental performance.

• Recommend improvements based on guest insights and operational feedback.

Financial Performance Support:

• Support initiatives to increase room occupancy and service usage, contributing to revenue growth.

• Ensure adherence to hotel policies and operational targets.

Guest Interaction:

• Personally welcome guests upon arrival and provide assistance throughout their stay.

• Remain available for guest needs, ensuring comfort and a memorable experience.

Qualifications & Requirements:

• Bachelor's degree in Business Administration, Hospitality Management, or a related field.

• Proven experience in guest services or a supervisory role within the hospitality industry.

• Strong leadership skills and the ability to manage a large team effectively.

• Excellent communication skills in both Arabic and English.

• Professional demeanor with problem-solving capabilities and attention to detail.

• Proficiency in hotel management systems and customer service software.