Guest Experience Manager

About the Role

We are looking for a passionate and service-oriented Guest Experience Manager to lead our efforts in delivering exceptional, personalized, and memorable guest experiences. The successful candidate will oversee the guest journey, manage guest relations, address concerns, and collaborate with various departments to ensure seamless service consistent with our luxury resort and wellness standards.

Key Responsibilities

• Oversee the entire guest journey, from pre-arrival coordination to departure and post-stay follow-up.
• Ensure exceptional, personalized, and consistent guest service in line with the Resort’s luxury hospitality standards.
• Build strong guest relationships and anticipate guest needs, preferences, and special requests.
• Handle guest feedback, complaints, and service recovery professionally and promptly.
• Coordinate with Front Office, Housekeeping, Food and Beverage, Spa and Wellness, and other departments to ensure seamless guest experiences.
• Monitor guest satisfaction, online reviews, and service quality, recommending improvements as needed.
• Develop and implement initiatives to enhance guest engagement, satisfaction, and loyalty.
• Lead, coach, and develop the Guest Experience team to uphold the Resort’s service standards.
• Prepare reports on guest feedback, service performance, and improvement initiatives.
• Ensure compliance with the Resort’s policies, service procedures, and guest confidentiality standards.

Qualifications

• Bachelor’s degree in Hospitality Management, Tourism Management, or a related field is preferred.
• At least 3–5 years of relevant experience in guest relations, hotel operations, or luxury hospitality, preferably in a supervisory or managerial role.
• Experience in a luxury resort, boutique hotel, or wellness property is an advantage.
• Excellent communication, interpersonal, leadership, and problem-solving skills.
• Strong customer service orientation with a keen eye for detail.
• Ability to handle guest concerns professionally and implement effective service recovery.
• Highly organized, proactive, and capable of coordinating multiple priorities.
• Willingness to work flexible schedules, including weekends and holidays, as required.

Work Location

Dipaculao, Aurora

If you are passionate about hospitality and creating meaningful guest experiences, we would love to hear from you!

How to Apply: Submit your updated résumé/CV to [email protected].