Cluster Guest Services Manager

About the role

The Cluster Guest Services Manager will lead guest‑facing operations across multiple Araw Hospitality properties in El Nido. This full‑time, on‑site position ensures consistent, high‑quality service delivery, fostering memorable experiences for every guest.

Key responsibilities

• Oversee front‑of‑house teams, including reception, concierge and reservations, across the property cluster.
• Monitor daily operations, resolve guest issues promptly, and drive service enhancements.
• Develop, coach and mentor staff to maintain brand standards and promote career growth.
• Optimize staffing levels, workflows and scheduling to achieve operational efficiency.
• Collaborate with other departments to ensure seamless guest journeys.
• Track and analyze key performance indicators, supporting brand initiatives and sustainability goals.

Required profile

• Proven experience managing guest services, front office or concierge functions in luxury or boutique hotels.
• Strong leadership and people‑development abilities, with a track record of coaching diverse teams.
• Excellent communication, interpersonal and conflict‑resolution skills focused on guest‑centric service.
• Ability to manage multiple properties, prioritize tasks and maintain high standards in a fast‑paced environment.
• Bachelor’s degree in Hospitality Management, Tourism, Business or related field, or equivalent experience.
• Willingness to work on‑site in El Nido with flexible hours, including weekends and holidays.

Required skills

• Knowledge of hospitality systems such as property management systems and guest feedback tools.
• Familiarity with standard operating procedures for luxury hospitality.