Guest Experience & Service Excellence Manager

Kaban Hotel & Casino Boracay; Aklan; On-site; PHP 400,000 - 700,000; Full time

Job summary

Kaban Hotel & Casino Boracay is seeking a guest experience leader to oversee service standards across the guest journey, from arrival to departure, and to identify opportunities for improvement.

You will coordinate with Front Office, Housekeeping, F&B, and other departments to ensure seamless guest service and coach teams on standards, with a focus on enhancing guest loyalty and consistently delivering exceptional experiences.

Responsibilities

• Oversee and maintain high standards of guest service and satisfaction.
• Monitor the entire guest journey from arrival to departure and identify opportunities for improvement.
• Welcome and engage with guests to understand their needs, preferences, and expectations.
• Handle guest complaints, concerns, and special requests professionally and promptly.
• Develop and implement guest experience programs and service improvement initiatives.
• Monitor guest feedback, reviews, and satisfaction surveys and prepare action plans based on findings.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Sales, and other departments to ensure seamless guest service.
• Build strong relationships with VIP guests, repeat guests, and key clients.
• Ensure special occasions, requests, and personalized guest arrangements are properly coordinated.
• Conduct regular inspections of guest areas and service touchpoints to ensure quality standards are met.
• Coach and mentor team members on guest service standards, communication, and complaint handling.
• Monitor guest experience KPIs and prepare regular reports for management.
• Ensure compliance with hotel policies, service standards, and safety procedures.
• Stay updated on hospitality trends and recommend new ways to improve guest satisfaction.
• Assist management in developing strategies to increase guest loyalty and positive reviews.

Job description

Kaban Hotel & Casino Boracay is seeking a guest experience leader to oversee service standards across the guest journey, from arrival to departure, and to identify opportunities for improvement.

You will coordinate with Front Office, Housekeeping, F&B, and other departments to ensure seamless guest service and coach teams on standards, with a focus on enhancing guest loyalty and consistently delivering exceptional experiences.