Duty Manager / Guest Service Manager (GSM)

About the role

LUURA, a luxury hotel group, is hiring a Duty Manager / Guest Service Manager (GSM) for its property in Paros. The GSM is the central figure for operational excellence and guest satisfaction, acting as the link between the teams and guests and upholding LUURA and RIKAS standards. The hotel is expected to open in May 2026.

Key responsibilities

• Oversee daily operations across all guest-facing areas and ensure smooth service delivery.
• Act as the main point of contact for guest inquiries, requests and complaints, resolving them promptly and professionally.
• Support and guide front office, concierge, housekeeping, F&B and other departments to meet guest needs.
• Prepare and review daily revenue, occupancy and guest feedback reports, and ensure accurate handovers between shifts.
• Maintain guest service standards in line with SOPs and policies, and handle VIP arrivals and special requests with discretion.
• Anticipate operational or guest issues and put proactive solutions in place.
• Train, coach and mentor team members, run daily briefings and coordinate with department heads.
• Monitor guest satisfaction metrics, service recovery and team accountability, and ensure health, safety and security procedures are followed.

Required profile

• Bachelor's degree in Hospitality, Business or a related field preferred.
• Extensive experience in guest service, front office or hotel operations; luxury hotel experience highly desirable.
• Proven leadership and team management skills.
• Eligible to work in an EU country.

Required skills

• Proficiency in English (additional languages are an advantage).
• Problem-solving and decision-making under pressure.
• Excellent communication, interpersonal and conflict-resolution skills.
• Detail-oriented, proactive, organised and able to stay calm in dynamic environments.

What we offer

• Team rates at LUURA, Ennismore and Accor properties worldwide.
• Discounts at the group's restaurants, bars and cafes.
• Access to art, cultural events and live music nights.
• Recognition such as surprise gifts and team celebrations.
• Beautiful team spaces and comfortable accommodation where applicable.