Guest Service Manager

Main Duties and Responsibilities

As the Guest Service Manager, you will play a pivotal role in delivering Banyan Tree’s signature "Sanctuary for the Senses" experience by overseeing the Concierge and Bell services and acting as the primary liaison for VIP and high-profile guests, ensuring intuitive, anticipatory, and seamless guest experiences throughout their stay. In addition, you will support and assist Front Desk operations when required, maintaining operational excellence and service consistency across the entire front-of-house.

Key Responsibilities:

Concierge & Guest Experience Leadership

• Serve as the Chief Concierge of the resort, overseeing all Concierge and Bell service functions including transportation, luggage handling, local recommendations, and curated guest experiences.
• Build relationships with key partners, tour providers, and local authorities to enrich the guest journey and offer tailored recommendations aligned with Banyan Tree’s sustainability and nature-forward ethos.
• Coordinate and execute VIP arrivals, special requests, celebrations, and itinerary planning with a personalized and refined touch.
• Curate rainforest-inspired experiences for guests, ensuring alignment with Mandai’s conservation and eco-tourism values.

Team Leadership & Operations

• Lead, coach, and develop a team of Concierge and Bellmen, fostering a culture of excellence, authenticity, and service innovation.
• Ensure seamless collaboration between Concierge and Front Desk operations to deliver an integrated guest journey from pre-arrival to post-departure.
• Monitor performance standards, guest feedback, and service recovery initiatives to ensure guest satisfaction and loyalty.
• Uphold and ensure brand standards and service rituals are consistently followed and elevated.
Provide support to the Front Desk team during peak periods, high occupancy, or operational exigencies.

Job Requirements

• Minimum 3 years of similar experience, preferably in a luxury hotel or resort setting.
• Able to handle high-pressure situations with professionalism.
• Strong communication and organizational skills.
• Exceptional interpersonal, communication, and guest engagement skills with a warm, discreet, and professional demeanor.
• Strong problem-solving capabilities and the ability to remain composed under pressure, especially when handling high-value or sensitive guest situations.
• Highly organized, detail-oriented, and capable of managing multiple priorities while maintaining operational excellence.