Guest Experience Lead: Personalization & VIP Service

ADMIRAL HOSPITALITY MANAGEMENT, INC.; Parañaque; On-site; PHP 240,000 - 360,000; Full time

Job summary

ADMIRAL HOSPITALITY MANAGEMENT, INC. is seeking a Guest Experience Supervisor to oversee front office operations and ensure a memorable guest journey from arrival to departure.

You will handle inquiries, resolve concerns promptly, and collaborate with housekeeping, F&B, and other departments to meet guest expectations while maintaining a welcoming lobby atmosphere and high standards of service.

Responsibilities

• Ensure guests receive personalized and high‑quality service throughout their stay.
• Address and resolve guest concerns and complaints promptly and professionally.
• Monitor guest feedback through surveys, online reviews, and direct interactions to identify improvements.
• Implement guest loyalty programs and VIP services to enhance guest retention.
• Coordinate accurate room assignments, reservations, and billing procedures.
• Collaborate with housekeeping, F&B, and other departments to meet guest expectations.
• Maintain a welcoming atmosphere by monitoring lobby and public areas for cleanliness and order.
• Build strong relationships with frequent guests, corporate clients, and VIPs.
• Manage guest complaints on online platforms and review sites with timely responses.
• Recommend and implement guest engagement initiatives, such as welcome amenities and personalized experiences.
• Ensure adherence to hotel policies, safety, and guest privacy regulations.
• Coordinate with security and emergency teams to keep guests safe and secure.
• Monitor health and safety guidelines, especially in high‑touch guest areas.
• Engage guests in conversations about their stay and area attractions, including social media where appropriate.

Job description

ADMIRAL HOSPITALITY MANAGEMENT, INC. is seeking a Guest Experience Supervisor to oversee front office operations and ensure a memorable guest journey from arrival to departure.

You will handle inquiries, resolve concerns promptly, and collaborate with housekeeping, F&B, and other departments to meet guest expectations while maintaining a welcoming lobby atmosphere and high standards of service.