Guest Experience Manager

Responsibilities

Guest journey

• Design and own the full guest journey: pre-arrival communication, airport and port transfers, welcome, in-stay touchpoints, and departure.
• Personally greet VIPs, repeat guests and special occasions, and make sure each one gets a personal touch.
• Plan surprise-and-delight moments such as birthday setups, sunset welcomes and local gifts.
• Coordinate island-hopping, beach bar and restaurant bookings so each guest’s stay feels like one seamless experience.

Service standards

• Audit service standards across front office, F&B, housekeeping and tours to ensure the best guest experience.
• Run daily walk-throughs of venues and guest areas, and fix issues before guests notice them.
• Join the daily 08:00 heads-of-department meeting with arrivals, VIPs, complaints and feedback.

Feedback and reputation

• Handle complaints and service recovery on the spot, with authority to resolve them.
• Monitor and reply to reviews on Google, TripAdvisor, Booking.com and Airbnb within 24 hours.
• Track guest satisfaction and review scores, report trends weekly, and drive improvements.

Team and culture

• Lead and coach the guest relations and hostess team.
• Build a warm, genuinely Filipino hospitality culture that guests remember.
• Work closely with management on upselling, guest loyalty and repeat business.

Requirements

Must have

• At least 3 years in guest relations, front office or guest experience in a 4- or 5-star hotel or resort.
• Fluent English, spoken and written Tagalog. Other languages, such as German, French, Chinese or Korean, are a bonus.
• Calm and solution-focused under pressure, with real complaint-handling experience.
• Comfortable with reservation systems, review platforms and WhatsApp-based guest communication.
• Willing to live in El Nido and work flexible hours, including weekends and holidays.

Nice to have

• Experience with island tours, beach clubs or multi-venue operations.
• Degree in Hospitality or Tourism Management.
• Knowledge of Palawan, its islands and local suppliers.

Your mindset

• You notice the small things: a guest’s name, their favourite drink, an anniversary.
• You lead by example and are on the floor, not behind a desk.
• You take ownership and never say “that’s not my department.”

What we offer

• A founding role in a growing hospitality group, with room to shape standards from day one.
• Competitive salary plus service charge and performance bonus.
• Staff meals on duty.
• Training, career growth across Atlas venues in the Philippines and Singapore.
• Working in one of the most beautiful places in the world.

Pay: Php16,000.00 - Php35,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Opportunities for promotion
• Staff meals provided

Ability to commute/relocate:

• El Nido, Palawan: Reliably commute or planning to relocate before starting work (Preferred)

Location:

• El Nido, Palawan (Preferred)

Willingness to travel:

• 100% (Preferred)

Work Location: In person