Guest Experience Manager

• Cultivate a culture of guest-centric service excellence throughout the organization, ensuring every department contributes to a seamless guest experience.
• Champion service standards and ensure compliance across all departments, including front desk, housekeeping, food & beverage, and amenities.
• Ensure that guests are warmly welcomed and receive personalized attention from the moment they arrive.
• Respond promptly and effectively to guest inquiries, requests, and concerns.
• Handle complex or high-priority guest concerns, ensuring quick resolution and maintaining high guest satisfaction.
• Able to come up with an amicable settlement to address the situation through service recovery conversations
• Implements service recovery matrix
• Meet and greet VIP guests
• Analyzes scores of TrustYou Analytics and come up with relevant and timely action plan/s to increase score findings
• Monitor guest feedback through surveys, direct communication, and online reviews to identify areas for improvement.
• Determine the top issues of guests and propose initiatives that will help address, resolve & prevent recurring concern

• Lead, mentor, and coach a team of guest service managers, supervisors, and front-line staff to achieve high-performance levels.
• Design and implement training programs focused on enhancing guest service skills, empathy, and problem-solving capabilities.
• Set clear performance expectations, conduct regular performance reviews, and foster a culture of continuous improvement.
• You will champion the Quality meeting and ensure a healthy interaction and collaboration between different operating departments

• Stay ahead of industry trends and emerging technologies that can enhance the guest experience.
• Research and introduce innovative service offerings and technology (e.g., mobile app upgrades, AI-driven personalization) to meet evolving guest expectations.
• Develop and lead special initiatives and events to elevate guest experiences, particularly for VIP, repeat, or special-occasion guests.
• Especially with larger family groups, you can assist and curate activities that they can do while in our property.
• Ensure that the guest experience reflects the companys brand values, mission, and promise across all guest touchpoints.

• You will need to periodically assess operations of the different sections and suggest improvements on the policies and procedures & SOPs of the department
• Ensures all areas are covered with complete manning and that a culture of service is prevalent when associates attend to guest needs. Mantra: Service from the heart
• Initiate arrangement of Brilliant in Skills Training in collaboration with Learning and Development team
• You will need to ensure that all associates are 100% compliant with our Golden rules and standards
• You will at any time be able to perform spot checks on operational needs and requirements and be able to coach or mentor associates who are not performing well
• You will work with FOM, EHK and do quality room checks especially for VVIP guests.

• Assist Front Office Manager in creating the OOD department budget for the year; Monitoring, management, and achievement is a key role.
• You are to analyze and interpret OOD departmental expense and come up with cost-saving strategies to achieve budgeted departmental profit.
• Able to train, expose and give accountabilities to all line managers & supervisors relating to the departments P&L
• Proficient to create initiatives & forecast incremental revenue for OOD (other operating departments)
• You are skilled to propose and decide on bigger discounts or waive fees to address service recovery from complaining guests
• You are able to collaborate with the Sales & Marketing team when a group/event is confirmed for better yield on possible ancillary revenue.
• You help achieve targets that have been set for OODs
• You will initiate and suggest programs and/or promotions to boost revenue generation on all operating departments (OODs)

• COMPANY POLICIES and PROCEDURES: Adheres to the provisions outlined in the Employee Handbook, Disciplinary Code and Rules and Regulations.
• ATTENDANCE: Adheres to the set procedures for attendance and timekeeping.
• COMMUNICATIONS: Attends meetings as required.
• LOST and FOUND: Fully aware of and comply with Lost and Found procedures at all times.
• EMERGENCY RESPONSE: Possesses full knowledge of emergency procedures and ensures all staff are aware them at all times.
• GROOMING and HYGIENE: Adheres to specified hygiene and personal appearance standards of the Resort.
• ENVIRONMENTAL AWARENESS: Is fully aware of and complies with the Resorts Environmental Policy and established rules and guidelines.
• GUIDING PRINCIPLES: Practices the Guiding Principles in day-to-day interaction.
• Performs such other functions as may be delegated by management from time to time.

• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established Resort policies and procedures to achieve the overall objectives of this position.
• Prepares reports as necessary to develop a more informative database for improved Management decision-making and critical evaluation of work activities.
• Maintains a favorable working relationship with all other Resort employees to foster and promote a cooperative and harmonious working climate.
• At all times, projects a favorable image of GRa to the public. -Performs any other duties and tasks that may be assigned by immediate superiors from time to time.

• Bachelor's degree in Hospitality Management or related field.
• A minimum of 7 years' experience in Front office department.
• Ideally, in the same position for 1 year or with min of 3 years supervisory guest experience role.
• Knowledge, familiarity and connection with different hospitality organizations.

Filinvest Group