# Guest Service Manager

**Company**: AccorHotel
**Location**: Kuala Lumpur, Federal Territory of Kuala Lumpur
**Experience**: mid
**Job type**: full-time
**Category**: Hospitality
**Industry**: Hospitality

**Apply**: https://jobs.smartrecruiters.com/AccorHotel/744000161441869-guest-service-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/guest-service-manager-14cf1aa9-e51/

## Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations.

As a Guest Service Manager, you will oversee daily Front Office operations, ensuring smooth guest arrivals and departures, maintaining high standards of guest satisfaction and delivering exceptional service in accordance with Accor and ibis Styles brand standards.

**Key Responsibilities**

### Front Office Operations

- Oversee daily Front Office operations, including check-in, check-out, guest inquiries and room assignments.

- Ensure smooth coordination between Front Office, Reservations, Housekeeping and other departments.

- Monitor room availability, occupancy, VIP arrivals, group check-ins and special guest requests.

- Ensure all Front Office procedures comply with hotel policies, operational standards and Accor brand requirements.

- Monitor and ensure accurate guest registration, payment collection, billing and cashiering procedures.

- Conduct daily shift briefings and ensure proper communication and handover between shifts.

### Guest Relations & Service Excellence

- Ensure a high standard of guest service and satisfaction throughout the guest journey.

- Handle guest complaints, feedback and service recovery professionally and promptly.

- Attend to VIP guests, special requests and sensitive guest situations.

- Monitor guest feedback through TrustYou, online reviews and other guest satisfaction platforms.

- Identify recurring guest complaints and implement corrective actions to improve service delivery.

### Team Supervision & Development

- Supervise, guide and motivate Front Office team members to maintain operational efficiency.

- Prepare and monitor duty rosters, shift schedules, attendance and manpower requirements.

- Conduct regular team briefings, coaching and on-the-job training.

- Monitor team performance, grooming, discipline and adherence to hotel policies.

- Identify training needs and support team members' professional development.

### Financial & Revenue Responsibilities

- Ensure accurate billing, payment collection, deposits and daily cashiering procedures.

- Monitor outstanding guest balances, credit arrangements and payment discrepancies.

- Support room upselling, room revenue optimisation and promotional activities.

- Promote ALL – Accor Live Limitless membership enrolment and guest loyalty initiatives.

### Safety, Security & Compliance

- Ensure guest safety, security and confidentiality are maintained at all times.

- Handle guest incidents, emergencies, lost property and security-related matters in accordance with hotel procedures.

- Coordinate with Security and relevant departments during emergencies or operational disruptions.

### Reporting & Administration

- Prepare and review daily Front Office operational reports, occupancy updates and guest-related reports.

- Monitor daily arrivals, departures, room status and operational issues.

- Ensure proper documentation of guest complaints, incidents, shift handovers and follow-up actions.

**QUALIFICATIONS**

- Diploma or Degree in Hospitality Management, Hotel Management or a related field.

- Minimum 3–5 years of Front Office experience, including at least 1–2 years in a supervisory or management position.

- Previous experience in an Accor hotel or international hotel chain is an advantage.

- Good knowledge of OPERA Property Management System (PMS).

- Strong understanding of Front Office operations, guest relations, cashiering and hotel procedures.

- Excellent leadership, problem-solving and decision-making skills.

- Strong communication and interpersonal skills.

- Good command of written and spoken English and Bahasa Malaysia.

**Key Performance Indicators (KPIs)**

- Guest satisfaction scores and positive guest feedback.

- Timely resolution of guest complaints and service recovery cases.

- Compliance with Front Office SOPs and Accor brand standards.

- Accuracy of billing, payment collection and cashiering procedures.

- Achievement of ALL membership enrolment targets.

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## Skills

### Required
- OPERA Property Management System (PMS)
- Hospitality Management
- Hotel Management
- Leadership
- Problem-solving
- Decision-making
- Communication
- Interpersonal skills
- English
- Bahasa Malaysia

### Nice to have
- Accor hotel experience
- International hotel chain experience

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/AccorHotel/744000161441869-guest-service-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)