Guest Experience Manager

About the role

The Guest Experience Manager will lead the creation and delivery of exceptional, personalized guest journeys for Mandarin Oriental’s upcoming 5‑star hotel in Makati, scheduled to open in 2026. This senior role shapes service culture, defines guest standards and ensures operational readiness in a pre‑opening environment.

Key responsibilities

• Develop and implement the hotel’s Guest Experience strategy aligned with brand standards.
• Oversee the full guest journey from pre‑arrival to departure, ensuring intuitive and anticipatory service.
• Capture and utilize guest preferences to personalize experiences across all departments.
• Lead guest feedback, complaints and service recovery processes with empathy and promptness.
• Implement SOPs, design journey mapping, and support recruitment, onboarding and training of Guest Experience and Front Office teams.
• Mentor Guest Relations, Club Lounge, Butler and Front Office teams, fostering a culture of service excellence.
• Monitor compliance with brand standards, conduct audits and quality checks, and drive improvements based on satisfaction data.
• Collaborate with Front Office, Housekeeping, Concierge, F&B, Spa and Sales to ensure seamless communication of guest preferences.

Required profile

• Minimum 5–7 years’ experience in Guest Relations, Front Office or Rooms Division within a luxury hotel.
• Previous leadership experience; pre‑opening experience highly preferred.
• Bachelor’s degree in Hospitality Management or related field preferred.

Required skills

• Strong understanding of luxury service and guest engagement.
• Excellent communication, interpersonal and leadership abilities.
• Analytical and problem‑solving capabilities.
• Fluency in English; additional languages an advantage.