Guest Experience Manager

Mandarin Oriental Milano; Philippines; On-site; PHP 3,692,307 - 4,923,076; Full time

Benefits offered by this job

Learning & Development programs

Health & colleague wellness benefits

MOstay programme for hotel stays

Job summary

Mandarin Oriental Milano seeks a Guest Experience Manager to create memorable experiences and uphold legendary service standards. The successful candidate will enhance guest engagement, oversee service delivery, and lead a pre-opening team dedicated to excellence.

This pivotal role offers an excellent opportunity for candidates with substantial experience in luxury hospitality, emphasizing guest personalization, relationship building, and service culture training.

Qualifications

• 5–7 years of experience in a luxury hotel environment in Guest Relations or Front Office.
• Previous leadership experience required.
• Pre-opening experience is highly preferred.

Responsibilities

• Drive and elevate the overall guest journey.
• Oversee guest engagement and service recovery.
• Implement guest experience SOPs and standards.
• Lead service culture training and mentoring.
• Analyze guest satisfaction metrics for improvements.

Skills

Guest-centric mindset

Strong communication skills

Leadership abilities

Problem-solving skills

Attention to detail

Education

Bachelor’s degree in Hospitality Management

Job description

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Makati is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue. Scheduled to open in 2026, this landmark development will feature 276 elegantly appointed guestrooms and suites, offering a refined blend of contemporary design and timeless sophistication. Guests will enjoy an exceptional array of world-class amenities, including a curated selection of restaurants, a stylish bar, a serene pool area, and the brand’s signature spa. Designed to be a sanctuary in the heart of the city, the hotel promises an elevated experience for both leisure and business travelers seeking comfort, excellence, and distinction in Manila.

The Role

The Guest Experience Manager is responsible for driving and elevating the overall guest journey, ensuring the delivery of exceptional, personalized, and memorable experiences in line with Mandarin Oriental’s legendary service standards.

This role oversees all aspects of guest engagement, personalization, and service recovery across the hotel, acting as the champion of the guest voice. In a pre-opening environment, the Guest Experience Manager plays a critical role in establishing service culture, defining guest journey standards, and ensuring operational readiness for a seamless opening.

Guest Experience Strategy & Delivery

• Lead the development and implementation of the hotel’s Guest Experience strategy aligned with Mandarin Oriental brand standards
• Ensure delivery of intuitive, anticipatory, and personalized service at every guest touchpoint
• Oversee the guest journey from pre-arrival, arrival, stay, and departure
• Continuously identify opportunities to enhance the guest experience

Guest Engagement & Personalization

• Ensure detailed capture and utilization of guest preferences, profiles, and history
• Drive initiatives to personalize guest experiences across all departments
• Personally interact with VIPs, repeat guests, and long-stay guests to build relationships
• Collaborate with Butler, Concierge, Front Office, and F&B teams to deliver tailored experiences

Service Recovery & Guest Relations

• Lead and manage guest feedback, complaints, and service recovery processes
• Ensure all guest issues are handled promptly, professionally, and with empathy
• Monitor and follow up on guest feedback to ensure resolution and satisfaction
• Implement proactive measures to prevent recurring issues

Pre-Opening Responsibilities

• Implement Guest Experience SOPs and service standards
• Design guest journey mapping and service touchpoints across all departments
• Participate in recruitment, onboarding, and training of Guest Experience and Front Office teams
• Lead service culture training, role plays, and simulation exercises
• Support testing of systems (PMS, Hotel systems, guest request platforms)

Team Leadership & Culture Building

• Lead and mentor Guest Relations, Club Lounge, Butler, and Front Office teams (in coordination with department heads)
• Drive a culture of \"Fans of the Exceptional\" and service excellence
• Conduct training programs on guest engagement, emotional intelligence, and luxury service delivery
• Provide coaching, feedback, and continuous development for team members

Quality Assurance & Brand Standards

• Ensure compliance with Mandarin Oriental brand standards and audit requirements
• Monitor service delivery through audits, guest feedback, and observation
• Conduct regular quality checks and service evaluations
• Implement improvements based on guest satisfaction data and feedback

Guest Feedback & Performance Monitoring

• Analyze guest satisfaction metrics (e.g., LQA, Medallia, internal surveys)
• Track trends in guest feedback and identify areas for improvement
• Prepare regular reports on guest experience performance
• Implement action plans to enhance guest satisfaction and service quality

Financial Awareness & Revenue Enhancement

• Identify opportunities to enhance guest spend through personalized experiences
• Support upselling initiatives across rooms, F&B, spa, and services
• Ensure cost-effective delivery of guest experience initiatives
• Balance service excellence with operational efficiency

Cross-Departmental Coordination

• Work closely with Front Office, Housekeeping, Concierge, Butler Services, F&B, Spa, and Sales & Marketing
• Ensure seamless communication of guest preferences and VIP movements
• Align all departments to deliver a consistent and high-quality guest experience
• Participate in daily operations briefings and strategic meetings

Innovation & Continuous Improvement

• Introduce innovative guest experiences, services, and personalization programs
• Stay updated on luxury hospitality trends and guest expectations
• Continuously refine service processes and guest engagement strategies
• Lead special projects related to guest experience enhancements

Safety, Security & Confidentiality

• Ensure guest privacy and confidentiality at all times
• Handle sensitive guest information with discretion
• Respond effectively to emergencies and ensure proper communication
• Ensure compliance with hotel policies and procedures

Qualifications & Experience

• Bachelor’s degree in Hospitality Management or related field preferred
• Minimum of 5–7 years’ experience in Guest Relations, Front Office, or Rooms Division in a luxury hotel environment
• Previous leadership experience required
• Pre-opening experience is highly preferred

Skills & Competencies

• Strong understanding of luxury service and guest engagement
• Excellent communication, interpersonal, and leadership skills
• Strong analytical and problem-solving abilities
• Fluency in English; additional languages are an advantage
• Strong guest-centric and service excellence mindset
• Leadership and team development
• Attention to detail and personalization ability
• Ability to manage multiple priorities in a dynamic environment

Why Join Us?

Mandarin Oriental offers a world-class environment where your expertise, creativity, and leadership will shape the legacy of our return to Manila. You will be part of a dynamic preopening team committed to excellence, innovation, and authentic Asian hospitality.

Our Commitment To You

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

We’re Fans. Are you?