Service Manager (Group & Specialty Services)

About the role

The Service Manager, Group & Specialty Services is an experienced hospitality professional with versatile skills and a strong operational mindset, focused on servicing luxury rooms-only groups and high-end transient reservations across specialty segments including Entertainment, Sports, Diplomatic, VIP, and other high-touch stays. This role is heavily focused on planning, coordination, communication, and flawless execution.

Responsibilities

• Prepare detailed resumes for groups, VIP stays, entertainment talent, specialty reservations, and ultra-high-touch transient guests prior to arrival and review operational details in multi-departmental meetings.
• Cook up all operational aspects of assigned groups and specialty reservations including but not limited to food and beverage coordination, guest preferences, room type allocation, rooming lists, amenities, arrival and departure logistics, billing instructions, authorized signatures, room deliveries, privacy requirements, luggage handling, transportation coordination, security considerations, and expected outlet usage.
• Serve as a primary operational contact for clients, travel advisors, management teams, personal assistants, publicists, and internal departments throughout the planning and stay process.
• Ensure all guest experiences are executed flawlessly through detailed planning, strong communication, and close coordination with Front Office, Housekeeping, Food & Beverage, Security, Engineering, and other hotel teams.
• Aid in operational servicing related to entertainment, sports, diplomatic, and other specialty market reservations.
• Cook up pre-arrival communication and operational planning to ensure all special requests and preferences are clearly communicated and properly executed.
• Maintain detailed records and documentation related to guest preferences, operational notes, and special arrangements.
• Participate in all regular operational meetings as required.

Requirements

• Passionate about hospitality with a minimum of 3 years of similar experience in a luxury 5-star hotel environment, preferably within sales, front office or guest experience areas.
• An expert in guest services and operational coordination with strong attention to detail and a proven track record in client and team member engagement.
• Excellent organizational and communication skills with the ability to manage multiple priorities simultaneously.
• Excels at communication, both verbal and written.
• Flexible and willing to work a flexible schedule including days, evenings, weekends and holidays.
• Knowledge of Property Management Systems (Infor HMS or Opera) and Delphi.
• A post-secondary diploma or degree would be a plus.

Qualifications

• Passionate about hospitality with a minimum of 3 years of similar experience in a luxury 5-star hotel environment, preferably within sales, front office or guest experience areas.
• An expert in guest services and operational coordination with strong attention to detail and a proven track record in client and team member engagement.
• Excellent organizational and communication skills with the ability to manage multiple priorities simultaneously.
• Excels at communication, both verbal and written.
• Flexible and willing to work a flexible schedule including days, evenings, weekends and holidays.
• Knowledge of Property Management Systems (Infor HMS or Opera) and Delphi.
• A post-secondary diploma or degree would be a plus.

Skills

• Strong organizational and communication skills.
• Attention to detail and ability to manage multiple priorities simultaneously.
• Excellent verbal and written communication skills.
• Flexibility to work a flexible schedule including days, evenings, weekends and holidays.
• Knowledge of Property Management Systems (Infor HMS or Opera) and Delphi.

Benefits

• Health & Wellness: Competitive Medical, Dental & Vision, and EAP program.
• Retirement Planning.
• Paid Personal Days.
• Career Advancement: Rapid growth and advancement opportunities (globally).
• Starwood University: Professional development and courses/certifications through an exclusive online learning educational platform.
• Team Member Recognition Program: Rewards and pay it forward opportunities.

Pay

$85,000 - $88,000

Schedule

Flexible schedule including days, evenings, weekends and holidays.