VIP Guest Experience & Loyalty Lead

The Fullerton Hotels and Resorts; Santo Niño 1st; On-site; PHP 260,000 - 380,000; Full time

Job summary

The Fullerton Hotels and Resorts is seeking a proactive Guest Relations professional to enhance guest loyalty and satisfaction across both properties. You will manage VIP guests, analyze trends from feedback and social channels, and coordinate with departments to ensure seamless service and memorable stays.

You will lead engagement programs, drive reviews on travel platforms, and uphold the highest standards of service.

Qualifications

• Provide exceptional guest service and anticipate guest needs.
• Proactively monitor guest satisfaction and feedback across channels.
• Coordinate with multiple departments to maintain high service standards.

Responsibilities

• Keep abreast of changes in Rooms Division, analyzing trends and guest needs.
• Champion high standards of Guest Relation services and coach team members.
• Establish rapport with guests and handle feedback, complaints and service recovery promptly.
• Be the key contact for VIP guests and ensure requests are followed through by departments.
• Drive and develop guest engagement programs to boost loyalty and repeat business.
• Ensure front office uses technology effectively to achieve service excellence.
• Diagnose issues via guest feedback and social media, implementing swift changes.
• Review and implement high standards to achieve service excellence and goals.
• Map front office service learning and development needs.
• Monitor Rooms division social media for guest feedback.
• Be visible during peak periods as a Fullerton Ambassador.
• Maximize pre-arrival communication and Opera PMS usage to personalize interactions.
• Drive Tripadvisor reviews and maintain top position, including up-selling.
• Maintain good rapport across all departments and locations.
• Model a positive, professional, and motivated attitude.

Skills

Guest relations

VIP guest handling

Customer engagement

Complaint handling

Tools

Opera PMS

Job description

The Fullerton Hotels and Resorts is seeking a proactive Guest Relations professional to enhance guest loyalty and satisfaction across both properties. You will manage VIP guests, analyze trends from feedback and social channels, and coordinate with departments to ensure seamless service and memorable stays.

You will lead engagement programs, drive reviews on travel platforms, and uphold the highest standards of service.