Duty Manager / Guest Service Manager

About the role

As a Duty Manager / Guest Service Manager at Luura, you will be the operational backbone ensuring seamless guest experiences across all front‑of‑house areas. You act as the main liaison between guests and the hotel teams, upholding Luura’s standards and swiftly resolving any issues.

Key responsibilities

• Oversee daily operations in guest‑facing areas, guaranteeing smooth service delivery.
• Serve as primary contact for guest inquiries, requests, and complaints, handling them promptly and professionally.
• Support front office, concierge, housekeeping, F&B and other departments to meet guest needs efficiently.
• Prepare and review daily reports on revenue, occupancy and guest feedback, ensuring accurate handovers.
• Maintain high standards of service in line with SOPs and policies.
• Handle VIP arrivals, special requests and exceptional service situations with discretion.
• Anticipate operational or guest‑related issues and implement proactive solutions.
• Train, coach and mentor team members, fostering a collaborative, guest‑focused culture.
• Conduct daily briefings, coordinate with department heads and ensure staff adherence to policies.
• Monitor guest satisfaction metrics, manage service recovery 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 or hospitality management.
• Proven ability to lead teams and deliver high‑quality service.
• Strong problem‑solving skills and attention to detail.

Required skills