Guest Experience Supervisor(Hotel)
Anchor Land Holdings Inc. Pasay Full-time
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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• Fluency in Chinese and Basic English
Work location
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Remarks
HUMAN RESOURCES SUPERVISOR Applicant (JIANG NENG CONSTRUCTION PHILIPPINES CORPORATION)
1. ZHU YINGYING I...