Guest Experience Supervisor

ADMIRAL HOSPITALITY MANAGEMENT, INC.; Parañaque; On-site; PHP 240,000 - 360,000; Full time

Job summary

ADMIRAL HOSPITALITY MANAGEMENT, INC. is seeking a Guest Experience Supervisor to oversee front office operations and ensure a memorable guest journey from arrival to departure.

You will handle inquiries, resolve concerns promptly, and collaborate with housekeeping, F&B, and other departments to meet guest expectations while maintaining a welcoming lobby atmosphere and high standards of service.

Responsibilities

• Ensure guests receive personalized and high‑quality service throughout their stay.
• Address and resolve guest concerns and complaints promptly and professionally.
• Monitor guest feedback through surveys, online reviews, and direct interactions to identify improvements.
• Implement guest loyalty programs and VIP services to enhance guest retention.
• Coordinate accurate room assignments, reservations, and billing procedures.
• Collaborate with housekeeping, F&B, and other departments to meet guest expectations.
• Maintain a welcoming atmosphere by monitoring lobby and public areas for cleanliness and order.
• Build strong relationships with frequent guests, corporate clients, and VIPs.
• Manage guest complaints on online platforms and review sites with timely responses.
• Recommend and implement guest engagement initiatives, such as welcome amenities and personalized experiences.
• Ensure adherence to hotel policies, safety, and guest privacy regulations.
• Coordinate with security and emergency teams to keep guests safe and secure.
• Monitor health and safety guidelines, especially in high‑touch guest areas.
• Engage guests in conversations about their stay and area attractions, including social media where appropriate.

Job description

The Guest Experience Supervisor is responsible for ensuring exceptional guest satisfaction by overseeing front office operations, handling guest inquiries, and resolving concerns promptly. This role focuses on enhancing the overall guest journey, from arrival to departure, ensuring a personalized and memorable stay.

• 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