Hotel Operations & Guest Experience Leader

Koko Global Hospitality (Philipines) Co., Ltd.; Manila; On-site; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Service Charge

RM Allowance (After probation)

Telephone Allowance

Meal Allowance

Medical Allowance

Public Holiday/Annual Leave

Job summary

Koko Global Hospitality (Philipines) Co., Ltd. seeks a hotel operations leader for Manila City New Hotel Project. The role centers on delivering “Perfect Operation,” ensuring guest satisfaction, training staff, driving Kaizen initiatives, and swift emergency resolution.

You will collaborate with HQ operations to uphold service standards, lead the team to achieve top guest feedback, conduct regular trainings, and implement Kaizen ideas to boost revenue and reduce costs.

Responsibilities

• Working closely with the operation team in the HQ to maintain and follow service standards properly.
• There is no case of ignoring SOPs at a property.
• Communication with the HQ team is effective on time.
• Inspection score and task completion % are more than xxx.
• Leading and guiding all staff to let them make guests happy and have "Wow" during the stay.
• Guest feedback score.
• S/he learns from a negative review to quickly fix an issue.
• Conducting training and evaluations regularly to ensure that all team members are performing their jobs effectively.
• Score for boss is more than xxx.
• To nominate a "candidate" talent.
• Planning and conducting Kaizen initiatives both cost-saving and revenue-increasing with a good understanding of budget concepts (revenues, costs etc.)
• Makes an impact on revenue increase with Kaizen initiatives.
• Makes an impact on cost savings with Kaizen initiatives.
• Solving problems of emergency challenges and complaints.
• There are rare cases that the problem is escalated to PRM level.
• All complaints are taken care of and closed properly.

Job description

Koko Global Hospitality (Philipines) Co., Ltd. seeks a hotel operations leader for Manila City New Hotel Project. The role centers on delivering “Perfect Operation,” ensuring guest satisfaction, training staff, driving Kaizen initiatives, and swift emergency resolution.

You will collaborate with HQ operations to uphold service standards, lead the team to achieve top guest feedback, conduct regular trainings, and implement Kaizen ideas to boost revenue and reduce costs.