Guest Service Manager– Retreat & Wellness Hospitality - บริษัท ไอรีทรีท อิมเมอร์ซีฟเอ็กซ์ จำกัด

Key Responsibilities

• Lead, supervise, and support the Guest Service team in daily operations.

• Oversee the complete guest journey from pre-arrival, check-in, stay experience, and check-out.

• Ensure all guests receive warm, attentive, and professional service in accordance with iRETREAT standards.

• Monitor daily arrivals, departures, room status, guest requests, transportation, and retreat schedules.

• Handle guest concerns, complaints, special requests, and service recovery professionally and effectively.

• Coordinate closely with Reservations regarding bookings, confirmations, special requirements, and guest information.

• Coordinate guest airport transfers and other transportation arrangements.

• Work closely with Housekeeping, Kitchen, Activities, Maintenance, Meditation Programme, and Management teams to ensure smooth operations.

• Conduct daily briefings and communicate important guest information and operational priorities to the team.

• Assign duties and monitor the performance of Guest Service team members.

• Train, coach, and develop Guest Service staff to improve service quality and operational performance.

• Ensure Guest Service SOPs, checklists, records, and reports are completed accurately.

• Monitor guest feedback and identify opportunities to continuously improve the guest experience.

• Manage and oversee retreat program, wellness activities, and special guest arrangements when required.

• Assist Management with operational reports, guest-related issues, and service improvement initiatives.

• Ensure company policies, safety procedures, and service standards are followed at all times.

• Maintain the peaceful, respectful, welcoming, and professional atmosphere of the retreat.

Qualifications

• Previous experience in Guest Service, Front Office, Guest Relations, Hotel Operations, Resort Operations, or Retreat Operations.

• Supervisory or management experience in a hotel, resort, retreat, wellness property, or hospitality business is strongly preferred.

• Good command of English, with confidence communicating with international guests.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Strong service mindset with a genuine interest in taking care of guests.

• Able to handle guest complaints and challenging situations calmly and professionally.

• Good problem-solving and decision-making skills.

• Highly organised, responsible, and detail-oriented.

• Comfortable working hands-on alongside the operational team when required.

• Able to use computers and standard hotel/office systems.

• Experience with reservation systems or Property Management Systems (PMS) is an advantage.

• Able to work shifts, weekends, and public holidays.

• Able to work 6 days per week.

• Able to stay on-site at iRETREAT Chiang Mai, Pa Pae.

• Comfortable living and working in a peaceful natural environment.