Service Manager; Group & Specialty Services

Role Overview

Service Manager, Group & Speciality Services – This role is responsible for planning, coordinating, and executing luxury group and specialty reservations, ensuring flawless guest experiences across all departments.

• Prepare detailed itineraries, guest preferences, and operational details for VIPs and group stays prior to arrival.
• Coordinate all operational aspects of assigned groups and specialty reservations including food and beverage, room allocation, rooming lists, amenities, logistics, billing, signatures, room deliveries, privacy, luggage handling, transportation, and security.
• Serve as the 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 strong communication and close coordination with Front Office, Housekeeping, Food & Beverage, Security, Engineering, and other hotel teams.
• Assist with operational servicing related to entertainment, sports, diplomatic, and other specialty market reservations.
• Coordinate pre‑arrival communication and operational planning to ensure all special requests and preferences are clearly communicated and properly executed.
• Support group billing and reservation coordination in partnership with accounting, reservations, and operational departments.
• Maintain detailed records and documentation related to guest preferences, operational notes, and special arrangements.
• Participate in all regular operational meetings as required.

• Minimum 3 years of experience in a luxury 5‑star hotel environment, preferably within sales, front office, or guest experience areas.
• Expert in guest services and operational coordination with strong attention to detail and proven track record in client and team member engagement.
• Excellent organizational and communication skills with the ability to manage multiple priorities simultaneously.
• Proficient in Property Management Systems (Infor HMS or Opera) and Delphi.
• Post‑secondary diploma or degree would be a plus.

$85,000 - $88,000.

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture and are committed to non‑discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.