Service Manager

Job Description:
Service Manager

• Identification

Title of Position: Service Manager

Department: Service Accommodation

• Organisational Association

Reports to: Assigned client

Coordinates with: Client, Operations Manager and or relevant persons within the department

About Officium Hospitality
At Officium Hospitality, we specialise in delivering exceptional property management and guest experience solutions that redefine service accommodation standards. Our mission is to provide a seamless, high-quality experience for both guests and property partners by combining operational efficiency with the warmth and authenticity that true hospitality requires.

Rooted in professionalism, reliability, and genuine care, our team ensures every guest feels welcomed, supported, and valued from the moment they make a booking until long after their stay. We treat every property under our care as a reflection of our commitment to excellence — managed with precision, maintained with pride, and operated with integrity.

What sets Officium Hospitality apart is our people. We believe that hospitality is a team effort, driven by collaboration, accountability, and a shared purpose of creating memorable guest experiences. Our culture promotes growth, trust, and empowerment, encouraging every team member to take ownership, think proactively, and contribute meaningfully to our success.

As we continue to expand, we remain focused on innovation, consistency, and service excellence, ensuring our clients and guests experience nothing less than the highest standards of hospitality. Joining Officium means being part of a dynamic, fast-growing organisation that values teamwork, continuous improvement, and the belief that great service begins with great people.

Role Overview
The
Service Manager
plays a pivotal role in overseeing the daily operations of guest services and ensuring a consistently high standard of hospitality across all managed properties. This position bridges operational leadership and guest experience, ensuring service teams deliver exceptional outcomes in communication, coordination, and care.

The ideal candidate is a strong leader, skilled communicator, and strategic thinker who thrives in a fast-paced environment. This person ensures that every process, interaction, and team effort contributes to Officium Hospitality's goal of creating memorable, seamless, and high-quality guest experiences.

Service
Operations Management

• Oversee daily service operations across all managed properties, ensuring efficiency, consistency, and adherence to company standards.
• Handle guest disputes, escalations, claims, and refund requests with professionalism, fairness, and a focus on resolution and guest satisfaction.
• Monitor guest communications, ticket handling, and response quality to maintain service excellence.
• Develop and enforce operational procedures to streamline workflows and enhance productivity.
• Track and analyse key performance indicators (KPIs) related to guest satisfaction, response times, issue resolution, and property readiness.

Team Leadership &
Collaboration

• Mentor and support a team of Guest Managers
• Manage and coordinate the cleaning and maintenance departments, ensuring schedules, tasks, and standards are consistently met.
• Collaborate in regular meetings with cleaning and maintenance teams to address performance, feedback, and service improvements.
• Oversees inventory management (linens, toiletries, supplies) and cost control for operational materials.
• Provide ongoing coaching and performance evaluations to the team to encourage accountability and professional growth.
• Foster a culture of teamwork, service excellence, and proactive communication across all service departments.

Quality Assurance & Guest Experience

• Ensure all properties are guest-ready through close coordination with cleaning and maintenance teams.
• Conduct routine inspections and audits to maintain cleanliness, safety, and presentation standards.
• Identify recurring guest issues and operational inefficiencies and implement process improvements.
• Oversee post-stay reviews, feedback management, and service recovery actions to sustain guest satisfaction.

Dispute Resolution, Claims & Refunds

• Investigate guest disputes or escalations and manage resolutions with transparency and tact.
• Reviews and approves claims, refunds, and compensation requests.
• Process and document damage claims, refund requests, and compensation cases in compliance with policy.
• Coordinate with Finance and Operations teams on financial adjustments and insurance claims.
• Maintain records and trend reports on disputes and claims for continuous process improvement.

Reporting & Coordination

• Provide regular operational reports to senior management on team performance, guest satisfaction, claims, and service trends.
• Document and maintain detailed reports on property performance, maintenance schedules, and service escalations.
• Collaborate cross-functionally to ensure alignment between operations, client services, and leadership teams.
• Analyses guest reviews and identifies recurring pain points for process improvement.
• Uses data and insights to drive operational efficiency and elevate guest satisfaction.

Qualifications & Skills

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum 5+ years of experience in hospitality, property management, or service accommodation with 2+ years in a leadership role (either in corporate or service accommodation industry)
• Proven experience managing guest relations, cleaning, maintenance, and property onboarding functions.
• Strong knowledge of OTA platforms (e.g., Airbnb, , Expedia) and property management tools (e.g., RR, Guesty, or similar).
• Exceptional organisational, communication, and leadership skills.
• Excellent problem-solving abilities and conflict resolution experience.
• High attention to detail, operational discipline, and a commitment to continuous improvement.
• Proficient in CRM, ticketing, and task management systems.
• Willingness to work onsite at our BGC, Taguig City office, with flexible UK hours, including evenings, weekends, and holidays as needed.

Soft Skills & Core Competencies

• Leadership & Motivation – Inspires and empowers teams to achieve excellence.
• Conflict Resolution – Handles disputes, claims, and guest escalations calmly and effectively.
• Operational Excellence – Ensures all service departments run efficiently and cohesively.
• Strategic Thinking – Anticipates challenges and aligns operations with company goals.
• Communication & Collaboration – Builds trust and alignment across teams and stakeholders.
• Accountability & Ownership – Takes full responsibility for service delivery and operational outcomes.
• Adaptability – Thrives in a fast-paced, dynamic hospitality environment.
• Process Improvement – Continuously identifies opportunities for efficiency and quality gains.
• Guest & Partner Focus – Prioritises satisfaction, reliability, and long-term relationships.
• Integrity & Professionalism – Upholds Officium's values and represents the brand with excellence.

Why This Role Matters
The
Service Manager
plays a critical leadership role that connects guest experience, property operations, and business growth. By managing guest-facing teams, coordinating maintenance and cleaning departments, and overseeing property listings and onboarding, this role ensures the end-to-end quality of Officium's hospitality operations.

In addition, the Service Manager serves as the escalation point for guest disputes, claims, and refunds protecting the company's reputation while maintaining fairness and professionalism. This role directly impacts guest satisfaction, partner trust, and overall service quality, making it essential to Officium Hospitality's success.