Guest Experience Manager

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

Description

The Guest Experience Manager is responsible for ensuring that guests have a positive experience during their stay. This includes overseeing guest services, managing staff, and implementing policies to enhance guest satisfaction.

• 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 relation
• Extensive Experience in Guest recovery

Requirements

• Bachelor’s degree in Hotel Management or relevant discipline
• Minimum of 2 years’ experience working in a 4 to 5-star Hotel including minimum of 2 years in the same capacity or Assistant Guest Services Manager position.
• Minimum one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.