Guest Experience Supervisor(Hotel)

1 day ago

Pasay, National Capital Region, Philippines Anchor Land Holdings Inc. Full time $40,000 - $60,000 per year

Job Duties & Responsibilities:

  • Ensure guests receive personalized and high-quality service throughout their stay.
  • Address and resolve guest concerns and complaints efficiently and professionally.
  • Monitor guest feedback through surveys, online reviews, and direct interactions to identify improvement areas.
  • Implement guest loyalty programs and VIP services to enhance guest retention.
  • Ensure accurate and efficient room assignments, reservations, and billing procedures.
  • Work closely with housekeeping, F&B, and other departments to meet guest expectations.
  • Monitor lobby and public areas to ensure cleanliness, order, and a welcoming atmosphere.
  • Build strong relationships with frequent guests, corporate clients, and VIPs.
  • Manage guest complaints on online platforms and review sites, ensuring timely responses and reputation management.
  • Recommend and implement guest engagement initiatives, such as special welcome amenities and personalized experiences.
  • Ensure adherence to hotel policies, safety protocols, and guest privacy regulations.
  • Coordinate with security and emergency response teams to maintain a safe and secure environment for guests.
  • Monitor adherence to health and safety guidelines, especially in high-touch guest areas.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
  • Interact & engage with guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate

Qualifications:

  • College graduate of any Tourism and Hospitality Management or any related course;
  • Minimum of 1 year experience as a guest experience or front office associate
  • Preferably has a 1-year experience in a hotel supervisory role
  • Strong Training Facilitation Skills
  • Customer Service
  • Good tracking and keen to details
  • MS Office, OPERA System and other relevant software/applications
  • Strong oral and written communication skills
  • Good time management skills
  • Flexibility/adaptability

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