Guest Experience Supervisor

ADMIRAL HOSPITALITY MANAGEMENT, INC.; Naga; On-site; PHP 268,000 - 402,000; Full time

Job summary

ADMIRAL HOSPITALITY MANAGEMENT, INC. in the Philippines is seeking a guest relations professional to deliver personalized, high-quality service to guests throughout their stay.

The role emphasizes resolving concerns, coordinating with housekeeping and F&B, and ensuring accurate room assignments and seamless billing. You will monitor guest feedback, engage with guests about local attractions, and contribute to loyalty and VIP experiences while upholding safety and privacy standards and

Responsibilities

• Ensure guests receive personalized and high-quality service throughout their stay.
• Address and resolve guest concerns and complaints efficiently and professionally.
• Monitor guest feedback through surveys, online reviews, and direct interactions to identify improvement areas.
• Implement guest loyalty programs and VIP services to enhance guest retention.
• Ensure accurate and efficient room assignments, reservations, and billing procedures.
• Work closely with housekeeping, F&B, and other departments to meet guest expectations.
• Monitor lobby and public areas to ensure cleanliness, order, and a welcoming atmosphere.
• Build strong relationships with frequent guests, corporate clients, and VIPs.
• Manage guest complaints on online platforms and review sites, ensuring timely responses and reputation management.
• Recommend and implement guest engagement initiatives, such as special welcome amenities and personalized experiences.
• Ensure adherence to hotel policies, safety protocols, and guest privacy regulations.
• Coordinate with security and emergency response teams to maintain a safe and secure environment for guests.
• Monitor adherence to health and safety guidelines, especially in high-touch guest areas.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.

Job description

Job Duties & Responsibilities

• Ensure guests receive personalized and high-quality service throughout their stay.

• Address and resolve guest concerns and complaints efficiently and professionally.

• Monitor guest feedback through surveys, online reviews, and direct interactions to identify improvement areas.

• Implement guest loyalty programs and VIP services to enhance guest retention.

• Ensure accurate and efficient room assignments, reservations, and billing procedures.

• Work closely with housekeeping, F&B, and other departments to meet guest expectations.

• Monitor lobby and public areas to ensure cleanliness, order, and a welcoming atmosphere.

• Build strong relationships with frequent guests, corporate clients, and VIPs.

• Manage guest complaints on online platforms and review sites, ensuring timely responses and reputation management.

• Recommend and implement guest engagement initiatives, such as special welcome amenities and personalized experiences.

• Ensure adherence to hotel policies, safety protocols, and guest privacy regulations.

• Coordinate with security and emergency response teams to maintain a safe and secure environment for guests.

• Monitor adherence to health and safety guidelines, especially in high-touch guest areas.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.

• Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.