Duty Manager / Guest Service Manager (GSM)

Responsibilities

• Oversee daily operations across all guest-facing areas, ensuring smooth service delivery and operational excellence.
• Serve as the primary point of contact for guest inquiries, requests, and complaints, resolving issues promptly and professionally.
• Support and guide front office, concierge, housekeeping, F&B, and other departments to meet guest needs efficiently.
• Prepare and review reports, including daily revenue, occupancy, and guest feedback, ensuring accurate handovers for the next shift.
• Monitor and maintain high standards of guest service in line with the established SOPs/Policies.
• Handle VIP arrivals, special requests, and exceptional service situations with discretion and attention to detail.
• Anticipate potential 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, standards, and procedures.
• Manage and monitor guest satisfaction metrics, service recovery, and team accountability.
• Ensure health, safety, and security procedures are followed at all times.
• Maintain a professional appearance, demeanor, and communication standard for yourself and your team.
• Who We're Looking For
• 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
• Strong problem-solving and decision-making abilities, especially under pressure
• Excellent interpersonal, communication, and conflict-resolution skills
• Detail-oriented, proactive, and highly organized
• Ability to anticipate guest needs and maintain composure in dynamic environments
• Positive, warm, and professional demeanor
• Proficiency in English required; additional languages are an advantage
• Eligible to work in an EU country
• Perks You'll Love
• Team rates at LUURA, Ennismore & Accor properties worldwide.
• Discounts at our restaurants, bars, and cafes.
• Access to art, cultural events & live music nights.
• Recognition that matters - from surprise gifts to team celebrations.
• Beautiful team spaces & comfortable accommodation (where applicable).
• Ready to Dive In?
• Bring your energy, your ideas, and your true self - and let's create something unforgettable together.
• 📍 Apply now and start your journey with LUURA .

Benefits

Additional Information

Your Role in the Story As a Duty Manager / Guest Service Manager (GSM) at LUURA, you are the pillar of operational excellence and guest satisfaction, ensuring that every aspect of the guest experience runs smoothly. Whether on the floor or behind the scenes, you are the bridge between our teams and our guests, maintaining LUURA and RIKAS standards while proactively solving challenges. Your leadership ensures that guests leave with exceptional experiences and that the team performs at its best.

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