Guest Experience Lead – VIP Services

GTW Hotel and Leisure Inc.; Aklan; On-site; PHP 300,000 - 420,000; Full time

Job summary

GTW Hotel and Leisure Inc. is seeking a Guest Experience Manager in the Philippines to ensure guests have a positive stay by overseeing guest services, guiding staff, and implementing service policies.

The role requires managing staff, addressing feedback, and driving service excellence across front desk operations. The candidate should have experience in 4- to 5-star hotels, with strong focus on guest satisfaction, recovery, and maintaining high service standards.

Qualifications

• Bachelor’s degree in Hotel Management or related discipline.
• 2+ years’ experience in a 4- to 5-star hotel including at least 2 years in the same capacity or as Assistant Guest Services Manager.
• Minimum one year of hotel front desk supervisory experience, cash handling, and general administrative tasks.

Responsibilities

• Oversee daily operations of guest services.
• Manage and train staff to provide exceptional service.
• Handle guest complaints and feedback.
• Display a proactive and leading role in terms of service, culture, development, team image, systems, procedures, and skill development.
• Extensive knowledge in guest services operations and VIP relations.
• Extensive experience in guest recovery.

Skills

Staff training

Guest services operations

VIP relation management

Customer feedback handling

Education

Bachelor’s degree in Hotel Management or related discipline

Job description

GTW Hotel and Leisure Inc. is seeking a Guest Experience Manager in the Philippines to ensure guests have a positive stay by overseeing guest services, guiding staff, and implementing service policies.

The role requires managing staff, addressing feedback, and driving service excellence across front desk operations. The candidate should have experience in 4- to 5-star hotels, with strong focus on guest satisfaction, recovery, and maintaining high service standards.