Guest Service Manager – Hotel

About the role

The Guest Service Manager (GSM) will lead the Guest Experience for both Leonardo Hotel Antwerp and Leonardo Hotel Antwerp Plaza. Reporting to the General Manager and working closely with the Front Office Manager, you will empower a team of Hosts to deliver memorable stays.

Key responsibilities

• Continuously analyse guest reviews and translate insights into actionable improvements.
• Coach, train and inspire the front‑of‑house team to uphold high service standards.
• Collaborate with the Front Office Manager to align daily operations with the hotel’s service strategy.
• Monitor Guest Experience metrics and report progress to senior management.
• Identify opportunities to enhance the guest journey across all touchpoints.

Required profile

• Proven experience in a Front Office or Guest Service leadership role within hospitality.
• Strong analytical mindset with the ability to turn review data into practical actions.
• Professional, enthusiastic and proactive attitude.
• Ability to work both independently and as part of a dynamic team.
• Excellent cultural awareness and the capacity to motivate diverse personalities.

Required skills

What we offer

• Opportunity to shape the guest experience in two centrally located Antwerp hotels.
• Supportive leadership team committed to your success.
• Dynamic work environment in a vibrant city known for fashion and culture.