Guest Experience Manager

Private Advertiser; Aklan; On-site; PHP 420,000 - 540,000; Full time

Job summary

Private Advertiser is seeking an experienced Guest Relations professional to lead the end-to-end hotel guest experience from pre-arrival to departure. You will oversee VIP arrivals, resolve escalated concerns, and collaborate with Front Office, Housekeeping, Engineering, F&B, and Security to ensure outstanding service and quick resolutions.

The role requires 3–5 years in hotel operations, leadership of shifts, and hands-on use of OPERA PMS to document actions and track feedback.

Qualifications

• 3–5 years of hotel operations experience inGuest Relations, Front Office, or Rooms.
• Strong communication, follow-up, organization and problem-solving skills.
• Ability to de-escalate complaints and coordinate across departments.

Responsibilities

• Oversee the end-to-end hotel guest experience from pre-arrival to departure, including VIP arrivals and special requests.
• Resolve escalated complaints, document actions taken, and follow up with guests to ensure effective resolution.
• Coordinate casino-related handoffs with the designated team.
• Review guest feedback and incidents since opening, identifying recurring issues and opportunities for improvement.
• Work with Front Office, Housekeeping, Engineering, Food and Beverage, and Security to address service concerns and coordinate corrective action.
• Coach guest-facing staff on service standards, guest communication, and shift handovers.
• Monitor guest satisfaction, response times, resolution times, and repeat complaints.
• Maintain accurate guest, feedback, and incident records in the hotel property management or tracking system.

Skills

Guest relations

Communication

Leadership

Team supervision

Problem solving

Tools

OPERA PMS

Job description

About the role

Lead the hotel guest experience from pre-arrival through departure, ensuring every interaction reflects high service standards. In this role, you will manage VIP arrivals and special requests, resolve escalated concerns, and work closely with operational teams to strengthen guest satisfaction across the hotel.

Key responsibilities

• Oversee the end-to-end hotel guest experience from pre-arrival to departure, including VIP arrivals and special requests.

• Resolve escalated complaints, document actions taken, and follow up with guests to ensure effective resolution.

• Coordinate casino-related handoffs with the designated team.

• Review guest feedback and incidents since opening, identifying recurring issues and opportunities for improvement.

• Work with Front Office, Housekeeping, Engineering, Food and Beverage, and Security to address service concerns and coordinate corrective action.

• Coach guest-facing staff on service standards, guest communication, and shift handovers.

• Monitor guest satisfaction, response times, resolution times, and repeat complaints.

• Maintain accurate guest, feedback, and incident records in the hotel property management or tracking system.

What we're looking for

• 3-5 years of hotel operations experience, preferably in Guest Relations, Front Office, or Rooms.

• Experience leading shifts or supervising a team in a hotel environment.

• Hands-on experience with a hotel property management system such as OPERA or an equivalent platform.

• Experience using guest feedback or incident-tracking systems.

• Demonstrated ability to de-escalate complaints, exercise sound judgment, and coordinate corrective action across departments.

• Strong communication, follow-up, organisation, and problem-solving skills.

• Experience with a newly opened hotel, luxury service, or an integrated resort is an advantage.