Guest Experience

7 days ago

Ortigas, Philippines Royal Oak Hospitality & Leisure Corporation Full time ₱420,000 per year

Guest Experience Monitoring

Job Summary

The Guest Experience & Development Officer ensures that all guest touchpoints meet brand standards, service quality, and compliance with hospitality best practices. Acting as an internal auditor for guest experience processes, the role evaluates service delivery, monitors ISO and quality standards, and manages programs such as mystery shopper initiatives, guest satisfaction surveys, and service recovery protocols.

Duties & Responsibilities

  • Evaluate the end-to-end guest journey (inquiry to post-stay) against brand standards.
  • Conduct service audits, shadow visits, and monitor compliance with SOPs.
  • Review guest feedback (surveys, reviews, complaints) and ensure timely service recovery.

Quality & ISO Compliance

  • Support the implementation of ISO and other quality management systems.
  • Audit internal processes and recommend corrective/preventive actions.
  • Ensure documentation and adherence to standard operating procedures.

Mystery Shopper & Evaluation Programs

  • Develop and manage mystery shopper and benchmarking programs.
  • Consolidate findings into actionable reports for management.
  • Recommend training needs based on evaluation results.

Process & Service Improvement

  • Identify gaps in guest service and operational workflows.
  • Propose process enhancements and monitor their implementation.
  • Collaborate with HR and Training to develop guest service programs.

Reporting & Development

  • Prepare periodic reports on guest satisfaction, audit results, and service trends.
  • Support management in aligning strategies to continuous improvement goals.
  • Benchmark guest experience standards against competitor properties.

Qualifications

  • Bachelor's degree in Hospitality Management, Business Administration, or related field.
  • At least 3 years of experience in hotel/resort operations, guest services, or quality assurance.
  • Knowledge of ISO standards, quality management systems, and hospitality audits.
  • Experience in mystery shopper programs or guest experience measurement is an advantage.
  • Strong background in hospitality service culture and guest relations.

Skills & Competencies

  • Analytical and process-driven mindset.
  • Strong observation, documentation, and reporting skills.
  • Excellent communication and interpersonal skills.
  • Ability to influence and collaborate across departments.
  • Knowledge of quality assurance tools, guest satisfaction metrics, and auditing methods.

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Benefits:

  • Employee discount
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

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