Guest Manager

Job Description : GUEST MANAGER

• Identification
  
  

Title of Position: Guest Manager

Department: Service Accommodation

• Organizational Association
  
  

Reports to: Assigned stakeholder

Coordinates with: Stakeholder, Operations Manager and or relevant persons within the department

About Officium Hospitality

At Officium Hospitality, we specialise in delivering exceptional property management and guest experience solutions that redefine service accommodation standards. Our mission is to provide a seamless, high-quality experience for both guests and property partners by combining operational efficiency with the warmth and authenticity that true hospitality requires.

Rooted in professionalism, reliability, and genuine care, our team ensures every guest feels welcomed, supported, and valued from the moment they make a booking until long after their stay. We treat every property under our care as a reflection of our commitment to excellence, managed with precision, maintained with pride, and operated with integrity.

What sets Officium Hospitality apart is our people. We believe that hospitality is a team effort, driven by collaboration, accountability, and a shared purpose of creating memorable guest experiences. Our culture promotes growth, trust, and empowerment — encouraging every team member to take ownership, think proactively, and contribute meaningfully to our success.

As we continue to expand, we remain focused on innovation, consistency, and service excellence, ensuring our clients and guests experience nothing less than the highest standards of hospitality. Joining Officium means being part of a dynamic, fast-growing organisation that values teamwork, continuous improvement, and the belief that great service begins with great people.

Role Overview

The Guest Manager plays a key role in ensuring an exceptional guest experience from pre-arrival to post-checkout. This position is responsible for managing daily guest communications, creating and owning service tickets, following up on open issues, and maintaining high standards of quality and timeliness in every interaction.

The ideal candidate is proactive, detail-oriented, and thrives in a dynamic, guest-focused environment where hospitality and service excellence are at the forefront.

Key Responsibilities

Guest Communication & Management

• Serve as the primary point of contact for guests, delivering professional, friendly, and efficient communication across all channels.
• Proactively reach out to guests prior to arrival to confirm details, address questions, and create a warm, welcoming experience.
• Manage guest inquiries, requests, and feedback throughout their stay, ensuring timely and courteous resolutions.
• Maintain ownership of guest communication tickets — ensuring updates, reminders, and issue resolutions are handled promptly.
• Conduct post-stay follow-ups to gather feedback and reinforce guest satisfaction and loyalty.
  
  

Operations & Guest Management Support

• Coordinate with cleaning, maintenance, and operations teams to ensure properties are guest-ready and meet quality standards.
• Oversee smooth check-in and check-out procedures to deliver a seamless experience.
• Respond promptly to inbound and outbound calls, demonstrating exceptional customer service and professionalism.
• Identify, document, and escalate guest issues when needed, ensuring accountability and follow-through to resolution.
• Support the broader operations team with administrative and guest management tasks as required.
  
  

Listing Management

• Regularly update listing descriptions, pricing, and availability on all platforms.
• Ensure that photos and descriptions accurately represent the property.
• Optimize listings to improve visibility and conversion rates.
• Analyse guest feedback and make recommendations for service improvements.
  
  

Qualifications And Skills

• Excellent verbal and written communication skills with a polished, personable, and service-oriented tone.
• Minimum 4 years of experience in service accommodation, hospitality, or property management preferred.
• Strong organisational and time management abilities, capable of handling multiple priorities simultaneously.
• Demonstrated ability to build rapport and foster positive relationships with guests and internal teams.
• Proficiency in communication tools, email management, and CRM/ticketing systems.
• Familiarity with Booking.com, Airbnb, or other property management platforms is an advantage.
• Detail-oriented, resourceful, and able to work independently with minimal supervision.
• Positive, proactive, and adaptable, with a commitment to delivering exceptional guest service.
• Willingness to work onsite with flexible hours, including evenings, weekends, and holidays as needed.
  
  

Soft Skills & Core Competencies

• Empathy & Emotional Intelligence – Demonstrates genuine care and understanding of guest needs, ensuring all interactions feel personal and valued.
• Problem-Solving Mindset – Approaches issues calmly and resourcefully, resolving challenges efficiently while maintaining guest satisfaction.
• Attention to Detail – Ensures accuracy in guest information, communication, and operational coordination.
• Accountability & Ownership – Takes responsibility for guest concerns from start to finish, following through with diligence and integrity. Remains professional, positive, and effective in high-pressure or time-sensitive situations.
• Team Collaboration – Works effectively with cleaning, maintenance, and operations teams to deliver a unified and seamless guest experience.
• Adaptability & Flexibility – Adjusts quickly to shifting schedules, guest needs, and operational priorities.
• Service Excellence Orientation – Consistently strives to exceed guest expectations and reinforce Officium Hospitality’s reputation for quality and care.
• Time Management – Balances multiple guest interactions and operational tasks efficiently without compromising service quality.
• Professionalism & Integrity – Upholds company values in all communications and decisions, representing the brand with credibility and respect.
  
  

Why This Role Matters

The Guest Manager is at the heart of Officium Hospitality’s promise to deliver world-class guest experiences. This role directly shapes how guests perceive the brand, ensuring every interaction, from the first inquiry to post-stay follow-up, reflects care, professionalism, and attention to detail.

By maintaining consistent communication, resolving concerns promptly, and coordinating with internal teams, the Guest Manager safeguards guest satisfaction, property reputation, and repeat bookings. This role not only supports operational excellence but also strengthens Officium Hospitality’s commitment to providing reliable, high-quality, and personalised guest service.