Guest Experience Manager

Alon Haraya Realty Corp.; Aklan; On-site; PHP 300,000 - 480,000; Full time

Benefits offered by this job

13th Month Pay

HMO

Gym Membership

Parking Space

Pension Plan

Pet Friendly Workplace

Bereavement Leave

Maternity & Paternity Leave

Sick Leave

Vacation Leave

Job summary

Alon Haraya Realty Corp. seeks an experienced hotel operations professional to oversee the guest experience from pre-arrival to departure, ensuring VIP arrivals and special requests are managed seamlessly.

You will resolve escalated complaints, document actions and coordinate cross-department handoffs while guiding front office, housekeeping and engineering teams to address recurring issues. Leadership of shifts and staff coaching are essential.

Qualifications

• 3–5 years of hotel operations experience, with leadership exposure.
• Experience using a hotel PMS (OPERA or similar) and tracking guest feedback.
• Proven ability to de-escalate complaints and coordinate cross-dept actions.

Responsibilities

• Oversee guest experience from pre-arrival to departure, including VIP arrivals and special requests.
• Resolve escalated complaints, document actions and follow up with guests; coordinate casino-related handoffs with the designated team.
• Review feedback and incidents since opening; work with Front Office, Housekeeping, Engineering, F&B and Security to address recurring issues.
• Coach guest-facing staff on service standards and shift handovers; monitor guest satisfaction, response time and repeat complaints.

Skills

Guest relations

Leadership/shift supervision

Conflict de-escalation

Communication

Tools

OPERA PMS

Job description

Government Mandated Benefits

13th Month Pay

Insurance Health & Wellness

HMO

Gym Membership, Parking Space, Pension Plan, Pet Friendly Workplace

Bereavement Leave, Maternity & Paternity Leave, Sick Leave, Vacation Leave

Duties and responsibilities

• Oversee the hotel guest experience from pre-arrival to departure, including VIP arrivals and special requests.
• Resolve escalated complaints, document actions and follow up with guests. Coordinate casino-related handoffs with the designated team.
• Review feedback and incidents since opening. Work with Front Office, Housekeeping, Engineering, F&B and Security to address recurring issues.
• Coach guest-facing staff on service standards and shift handovers. Monitor guest satisfaction, response time, resolution time and repeat complaints.

Qualifications

• 3–5 years of hotel operations experience, preferably in Guest Relations, Front Office or Rooms, with experience leading shifts or supervising a team.
• Hands-on experience with a hotel property management system such as OPERA or an equivalent, plus guest feedback or incident tracking.
• Demonstrated ability to de-escalate complaints, exercise sound judgment and coordinate corrective action across departments.
• Experience with a newly opened hotel, luxury service or an integrated resort is an advantage.