Job Description

Title: Guest Services Manager

Company Name: Holiday Inn Dhaka City Centre

Vacancy: 01

Age: 35 to 40 years

Job Location: Dhaka

Salary: Tk. 190000 - 200000 (Monthly)

Experience:

• 5 to 7 years
• The applicants should have experience in the following business area(s): Hotel

• Diploma in Hotel Management

• 5 to 7 years
• The applicants should have experience in the following business area(s): Hotel

• Age 35 to 40 years

The Guest Services Manager is responsible for ensuring an exceptional guest experience by coordinating and influencing the performance of all guest-facing operational departments. This role works collaboratively with Front Office, Housekeeping, Food & Beverage Service, and Culinary teams to deliver seamless service in accordance with IHG Brand Standards and hotel operational procedures.

Key Responsibilities

Guest Experience

• Champion the IHG Guest Love culture by ensuring memorable and personalized guest experiences.

• Monitor the complete guest journey from pre-arrival through departure to ensure service excellence.

• Handle VIP arrivals, long-stay guests, loyalty members, and special requests.

• Resolve guest concerns promptly and professionally, ensuring timely recovery and follow-up.

• Drive continuous improvement based on guest feedback and service recovery opportunities.

Operational Coordination

• Coordinate daily operations across Front Office, Housekeeping, Food & Beverage Service, and Culinary to ensure smooth service delivery.

• Conduct daily operational briefings and communicate key information among departments.

• Ensure interdepartmental communication is timely, accurate, and effective.

• Support department heads during peak operational periods and major events.

• Monitor operational readiness before each service period.

Front Office Oversight

• Ensure efficient check-in and check-out experiences.

• Monitor room allocation, occupancy, and guest preferences.

• Support guest complaint resolution and escalation management.

• Promote IHG One Rewards recognition and service delivery.

Housekeeping Coordination

• Ensure guestrooms and public areas meet cleanliness and presentation standards.

• Coordinate room availability with Front Office.

• Monitor VIP room preparation and special amenities.

• Ensure lost-and-found procedures and housekeeping standards are followed.

Food & Beverage Service & Culinary Coordination

• Collaborate with restaurant, banquet, and culinary teams to ensure consistent service quality.

• Monitor guest dining experiences and address service concerns.

• Coordinate special dining requests, VIP amenities, and event requirements.

• Support quality assurance and food safety compliance.

Quality Assurance & Brand Standards

• Ensure compliance with IHG Brand Standards and Standard Operating Procedures (SOPs).

• Conduct regular operational audits and quality inspections.

• Monitor cleanliness, grooming, service etiquette, and operational presentation.

• Lead service quality improvement initiatives.

Guest Feedback Management

• Review guest satisfaction surveys, online reviews, and social media feedback.

• Analyze trends and recommend corrective actions.

• Coordinate service recovery plans with department heads.

• Prepare guest satisfaction reports for management review.

Team Leadership

• Foster a culture of teamwork and collaboration across departments.

• Coach and mentor supervisors and team members on guest service excellence.

• Support onboarding and service culture training.

• Recognize outstanding employee performance.

Although the Guest Services Manager may not have direct line management responsibility over all operational departments, the role is accountable for driving cross-functional collaboration, service consistency, guest satisfaction, operational excellence, and brand compliance throughout the guest journey.