Senior Hotel Operations Leader: Guest Experience

Natural9 Corporation; Tacloban; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Natural9 Corporation seeks a seasoned Hotel Operations Leader to oversee front office, housekeeping, F&B, engineering, security and guest services at a 4- to 5-star property in Tacloban. You will drive service excellence, SOPs, budget control and financial reporting while maintaining regulatory compliance and guest satisfaction.

The role requires 5–8 years in hotel operations with at least 3 years in a managerial capacity, and a proven ability to coach teams under pressure.

Qualifications

• Bachelor's degree in hospitality, business or related field; master's an advantage.
• 5–8 years in hotel operations with at least 3 years in a managerial role in 4- or 5-star hotels.
• Experience managing Front Office, Housekeeping, F&B, Engineering, Security and Guest Services.
• Strong knowledge of SOPs, service excellence, and quality assurance.
• Budget management, cost control, revenue optimization, inventory management and financial reporting.
• Understanding of DOLE, OSHS, food safety and local compliance.
• Proficiency with PMS, POS, Excel and hotel management software.
• Proven ability to lead, coach and develop high-performing teams.
• Excellent leadership, communication, negotiation, conflict resolution and decision-making.
• Strong analytical skills to monitor KPIs and drive continuous improvement.
• Capable of handling guest concerns, emergencies, and high-pressure situations.
• Willing to work weekends, holidays, and extended hours when required.
• Maintains professional appearance and integrity.

Responsibilities

• Lead multiple operational departments (Front Office, Housekeeping, F&B, Engineering, Security and Guest Services).
• Develop and implement SOPs, service standards and quality assurance programs.
• Oversee budget, cost control, inventory management and financial reporting.
• Ensure DOLE/OSHS and local regulatory compliance in hotel operations.
• Monitor KPIs, identify gaps, and drive continuous improvement initiatives.
• Lead, coach, and develop high-performing teams with accountability.

Skills

Leadership & team coaching

Operational analytics

Negotiation & decision-making

Education

Bachelor's Degree in Hospitality Management

Master's Degree (advantage)

Tools

PMS

POS

Excel

Hotel management software

Job description

Natural9 Corporation seeks a seasoned Hotel Operations Leader to oversee front office, housekeeping, F&B, engineering, security and guest services at a 4- to 5-star property in Tacloban. You will drive service excellence, SOPs, budget control and financial reporting while maintaining regulatory compliance and guest satisfaction.

The role requires 5–8 years in hotel operations with at least 3 years in a managerial capacity, and a proven ability to coach teams under pressure.