5,765 Guest Relations Manager jobs in the Philippines

As a Guest Experience, you will be the face of Mad Monkey Hostel, responsible for creating lasting positive impressions on our guests. You will play a crucial role in ensuring that every guest has a memorable and enjoyable stay by providing exceptional customer service, assisting with their needs, and contributing to a positive and welcoming atmosphere. Your responsibilities will include greeting and welcoming guests, providing guest assistance, assisting in the planning and execution of in-house events, promoting hostel products and services, delivering exceptional customer service, and contributing to a positive team environment.

To be successful in this role, you will need strong communication and interpersonal skills, a passion for customer service, and a positive and enthusiastic attitude. You should also be able to work well under pressure, be flexible and adaptable, and have a strong work ethic.

It's also your responsibility to support Mad Monkey in achieving its Vision and Mission:

• Vision: Mad Monkey – The World's Best Hostel
• Mission: To connect the world through adventure and experience.

Furthermore, you will be instrumental in building a strong foundation of character development within the organization by embodying Mad Monkey core values: Curiosity, Positivity, Courage, Sincerity, Family Spirit, and Diversity, Inclusion, and Sustainability. Your commitment to these values will contribute to creating a positive and inclusive work culture that promotes growth, innovation, and success.

KEY RESPONSIBILITIES:

• Greet and welcome guests upon arrival.
• Assist with luggage and ensure a smooth check-in process.
• Address guest inquiries, resolve issues, and offer recommendations.
• Provide exceptional customer service and create lasting positive impressions.
• Drive customer participation in bar events without forcing fun.
• Deliver a monthly events schedule of fun activities.
• Communicate with and listen to guests.
• Engage in CSR activities and promote awareness within the customer base.
• Communicate core values and engage in the social mission.
• Ensure a safe and comfortable environment for guests.
• Resolve customer issues and provide exceptional service.
• Prioritize guest safety and comfort.
• Match relevant products and services to customer requirements.
• Provide guidance and recommendations to guests on how to make the most of their trip.
• Promote tours and activities.
• Work with the events director to create and deliver a fantastic events schedule.
• Take the lead in resolving customer issues.
• Build genuine internal working relationships.
• Always be mindful of guest safety and comfort.
• Apply best practices to the sale of alcohol.
• Work with the general manager to ensure customer delight.
• Agree and execute awesome events that appeal to a diverse range of nationalities.
• Work with the Bar Manager/Bar Supervisor to ensure customer safety, F&B quality, and events delivery.
• Work with the communications team to impart relevant information about CSR activities, new products, or services.

Health and Safety

• Proactively support the company's health and safety program.
• Ensure all team members understand their health and safety responsibilities as outlined in the company's Health and Safety Policy, and monitor compliance with its procedures.
• Be aware of and comply with safe working practices as laid down in the Health and Safety Policy applicable to your workplace. This includes awareness of any specific hazards.
• Report any building, plant, or equipment defects according to hostel procedures.
• Ensure immediate reporting of any accidents involving team members, customers, or visitors according to established procedures. Promote awareness of these procedures across the division.
• Attend mandatory fire and relevant health and safety training.
• Be fully conversant with and abide by all fire and health and safety rules. Ensure effective management of these aspects across the operation.
• Maintain thorough familiarity with all risk assessments for your departments, COSHH regulations, and fire/bomb procedures.
• Ensure your team stays up-to-date and proactively manages their responsibilities in these areas.

SKILLS AND QUALIFICATIONS:

• Proven experience in a guest-facing role, preferably in the hospitality industry.
• Experience in marketing, event planning and management.
• Excellent communication and interpersonal skills to effectively interact with guests and team members.
• Strong organizational skills to manage multiple tasks efficiently.
• Passion for providing exceptional customer service and creating memorable experiences.
• Ability to prioritize and work effectively under pressure in a fast-paced environment.
• Ability to identify and resolve guest concerns and issues in a timely and effective manner.
• Problem-solving skills to address guest concerns and find solutions.
• Teamwork and leadership skills to motivate and collaborate with colleagues.
• Positive and enthusiastic personality to create a welcoming and inviting atmosphere for Mad Monkey guests.
• In-depth knowledge of local attractions, activities, and amenities to provide recommendations to guests.

Job Type: Fixed term

Work Location: In person

As a Guest Experience, you will be the face of Mad Monkey Hostel, responsible for creating lasting positive impressions on our guests. You will play a crucial role in ensuring that every guest has a memorable and enjoyable stay by providing exceptional customer service, assisting with their needs, and contributing to a positive and welcoming atmosphere. Your responsibilities will include greeting and welcoming guests, providing guest assistance, assisting in the planning and execution of in-house events, promoting hostel products and services, delivering exceptional customer service, and contributing to a positive team environment.

To be successful in this role, you will need strong communication and interpersonal skills, a passion for customer service, and a positive and enthusiastic attitude. You should also be able to work well under pressure, be flexible and adaptable, and have a strong work ethic.

It's also your responsibility to support Mad Monkey in achieving its Vision and Mission:

• Vision: Mad Monkey – The World's Best Hostel
• Mission: To connect the world through adventure and experience.

Furthermore, you will be instrumental in building a strong foundation of character development within the organization by embodying Mad Monkey core values: Curiosity, Positivity, Courage, Sincerity, Family Spirit, and Diversity, Inclusion, and Sustainability. Your commitment to these values will contribute to creating a positive and inclusive work culture that promotes growth, innovation, and success.

KEY RESPONSIBILITIES:

• Greet and welcome guests upon arrival.
• Assist with luggage and ensure a smooth check-in process.
• Address guest inquiries, resolve issues, and offer recommendations.
• Provide exceptional customer service and create lasting positive impressions.
• Drive customer participation in bar events without forcing fun.
• Deliver a monthly events schedule of fun activities.
• Communicate with and listen to guests.
• Engage in CSR activities and promote awareness within the customer base.
• Communicate core values and engage in the social mission.
• Ensure a safe and comfortable environment for guests.
• Resolve customer issues and provide exceptional service.
• Prioritize guest safety and comfort.
• Match relevant products and services to customer requirements.
• Provide guidance and recommendations to guests on how to make the most of their trip.
• Promote tours and activities.
• Work with the events director to create and deliver a fantastic events schedule.
• Take the lead in resolving customer issues.
• Build genuine internal working relationships.
• Always be mindful of guest safety and comfort.
• Apply best practices to the sale of alcohol.
• Work with the general manager to ensure customer delight.
• Agree and execute awesome events that appeal to a diverse range of nationalities.
• Work with the Bar Manager/Bar Supervisor to ensure customer safety, F&B quality, and events delivery.
• Work with the communications team to impart relevant information about CSR activities, new products, or services.

Health and Safety

• Proactively support the company's health and safety program.
• Ensure all team members understand their health and safety responsibilities as outlined in the company's Health and Safety Policy, and monitor compliance with its procedures.
• Be aware of and comply with safe working practices as laid down in the Health and Safety Policy applicable to your workplace. This includes awareness of any specific hazards.
• Report any building, plant, or equipment defects according to hostel procedures.
• Ensure immediate reporting of any accidents involving team members, customers, or visitors according to established procedures. Promote awareness of these procedures across the division.
• Attend mandatory fire and relevant health and safety training.
• Be fully conversant with and abide by all fire and health and safety rules. Ensure effective management of these aspects across the operation.
• Maintain thorough familiarity with all risk assessments for your departments, COSHH regulations, and fire/bomb procedures.
• Ensure your team stays up-to-date and proactively manages their responsibilities in these areas.

SKILLS AND QUALIFICATIONS:

• Proven experience in a guest-facing role, preferably in the hospitality industry.
• Experience in marketing, event planning and management.
• Excellent communication and interpersonal skills to effectively interact with guests and team members.
• Strong organizational skills to manage multiple tasks efficiently.
• Passion for providing exceptional customer service and creating memorable experiences.
• Ability to prioritize and work effectively under pressure in a fast-paced environment.
• Ability to identify and resolve guest concerns and issues in a timely and effective manner.
• Problem-solving skills to address guest concerns and find solutions.
• Teamwork and leadership skills to motivate and collaborate with colleagues.
• Positive and enthusiastic personality to create a welcoming and inviting atmosphere for Mad Monkey guests.
• In-depth knowledge of local attractions, activities, and amenities to provide recommendations to guests.

Job Type: Fixed term

Work Location: In person

Additional Information

Job Number

Job CategoryRooms & Guest Services Operations

LocationFairfield by Marriott Cebu Mactan, Mahi Center, Lapu Lapu City, Philippines, Philippines, 6015

ScheduleFull Time

Located Remotely?N

Position Type Non-Management

POSITION SUMMARY

Fairfield by Marriott guarantees a beautifully simple stay wherever you travel – at over 1000 locations worldwide. Fairfield by Marriott Cebu Mactan is located at MAHI Center, MEZ 1, Lapu-Lapu City, Mactan, Cebu, Philippines. Our Marriott family farm heritage inspires a calming, reliable experience characterized by warm hospitality, all at a great value. Our target customer, The Balance Seeker, desires a comfortable, uncomplicated hotel experience with a focus on productivity and sleeping well. Upbeat and grounded, they want to maintain their routines.

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Fairfield by Marriott guarantees a beautifully simple stay wherever you travel, with over 1,000 locations worldwide. Our Marriott family farm heritage inspires a calming, reliable experience characterized by warm hospitality, all at a great value. As a member of our team, you'll deliver on the Fairfield Guarantee — our commitment that every guest leaves the hotel satisfied. At Fairfield, we invite you to explore career opportunities that hold our hotels and the service we provide to the highest standard. In joining Fairfield by Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

POSITION SUMMARY

Fairfield by Marriott Cebu Mactan is located at MAHI Center, MEZ 1, Lapu-Lapu City, Mactan, Cebu, Philippines. Fairfield by Marriott guarantees a beautifully simple stay wherever you travel – at over 1000 locations worldwide. Our Marriott family farm heritage inspires a calming, reliable experience characterized by warm hospitality, all at a great value. Our target customer, The Balance Seeker, desires a comfortable, uncomplicated hotel experience with a focus on productivity and sleeping well. Upbeat and grounded, they want to maintain their routines.

Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, or assisting guests with loading/unloading vehicles and transporting luggage to and from guest rooms and/or designated bell area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time; move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and 100 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Fairfield by Marriott guarantees a beautifully simple stay wherever you travel, with over 1,000 locations worldwide. Our Marriott family farm heritage inspires a calming, reliable experience characterized by warm hospitality, all at a great value. As a member of our team, you'll deliver on the Fairfield Guarantee — our commitment that every guest leaves the hotel satisfied. At Fairfield, we invite you to explore career opportunities that hold our hotels and the service we provide to the highest standard. In joining Fairfield by Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Additional Information

Job Number

Job CategoryRooms & Guest Services Operations

LocationFour Points by Sheraton Boracay, Station 1, Malay, Aklan, Philippines, Philippines, 5608

ScheduleFull Time

Located Remotely?N

Position Type Non-Management

POSITION SUMMARY

Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, or assisting guests with loading/unloading vehicles and transporting luggage to and from guest rooms and/or designated bell area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time; move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and 100 pounds with assistance; reach overhead and below the knees, including bending, twisting, pulling, and stooping). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Where timeless classics are woven with modern details. Where business meets pleasure. Where even when travelers are global, they can experience the local. As a member of the team, you will become part of our united Four Points by Sheraton community where everyone is welcome, we support each other, and every hotel matters. We provide exactly what guests need in an uncomplicated way. If you are seeking opportunities to put guests at ease in a friendly, genuine and approachable environment, join our team. In joining Four Points, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Job Responsibilities:

• Handling and managing all guest requests (post-booking) that come in through various communication platforms (ex. Emails, Instant Messaging Apps, Calls, etc)
• Obtaining and correctly recording in Freshdesk & RoomBoss all details related to the booking and guest (includes but not limited to service, service dates, booking preferences, customer details, etc.)
• Providing guests with service options that are available for their stay but also relevant to their preferences and budget.
• Answers guests in a timely and accurate manner.
• Actively focusing on providing excellent customer service and offering service and activity options (up-selling) to our guests.
• Assisting guests with completing payments for bookings - this includes creation of invoices, payment links, providing correct bank account details (when applicable), and following up payments within required payment deadlines.
• Support any service bookings that need to amend, refund, cancel, and/or receive credit. This includes coordinating with relevant departments regarding the changes.
• Ensure a smooth handover from Guest Experience to On Ground Teams to ensure a smooth check-in process for the guests. This includes providing all services, preferences and details to the On Ground Teams that was shared during the guest experience process.
• Follow the T&C's/policies set in place by our partners and maintain a good relationship with them. This includes submitting all required information to the partners in time for their required deadline.
• Minimizing GE losses via service recovery and trying to achieve 0 financial losses
• Conducts regular checks on open/pending Freshdesk tickets (follow ups in a timely manner), regular hold checking, and housekeeping of Freshdesk.
• Manages internal holds and ensures no bookings are missed and unpaid.

POSITION SUMMARY

Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Guest Experience Manager

Kaban Boracay is looking for a dynamic and customer-focused Guest Experience Manager to lead our front-of-house operations and ensure that every guest enjoys an exceptional stay. This role is key in creating memorable experiences, resolving concerns promptly, and elevating service standards.

Key Responsibilities:

• Oversee guest relations and ensure top-quality service delivery.
• Manage the front office, concierge, and guest services team.
• Handle guest inquiries, feedback, and complaints with professionalism.
• Implement guest experience programs to enhance satisfaction and loyalty.
• Train and mentor staff to uphold hospitality and service excellence.
• Coordinate with other departments to ensure seamless guest experiences.

Qualifications:

• Proven experience as a Guest Experience Manager, Front Office Manager, or in a similar leadership role in hotels/resorts.
• Strong interpersonal, communication, and problem-solving skills.
• Passion for hospitality and delivering exceptional guest service.
• Leadership skills with the ability to motivate and manage a team.
• Willing to be deployed in Boracay.

Interested applicants may send their updated resume to with the subject line Application – Guest Experience Manager .

Job Type: Full-time

Work Location: In person

Key Responsibilities

• Handle and manage all pre-arrival guest requests in Japanese and English via email, instant messaging apps, calls, and other platforms.
• Communicate fluently in Japanese and English with guests, travel agents, OTAs, and direct clients.
• Accurately record all booking and guest details (services, preferences, dates, customer info, etc.) in Freshdesk & RoomBoss.
• Provide tailored service options and activity recommendations aligned with guest preferences and budget (including upselling opportunities).
• Assist guests with payments (invoice creation, payment links, bank details) and follow up on deadlines.
• Coordinate booking amendments, cancellations, refunds, and credits with relevant teams.
• Ensure smooth handover from Guest Experience to Operations for seamless check- ins and in-stay services.
• Manage guest complaints with empathy and professionalism, resolving issues before escalation.
• Conduct regular system checks to ensure booking data, guest details, and service records are accurate.
• Build strong partner relationships, staying updated on new properties, policies, and offerings.
• Proactively share partner updates and feedback with the wider team to keep all departments aligned.
• Collaborate with colleagues to troubleshoot complex guest situations, service recovery cases, and system-related issues.

What We're Looking For

Fluent in Japanese & English (both written and spoken) – essential for guest and partner communication

Strong background in customer service, hospitality, or guest relations

Excellent problem-solving, organizational, and communication skills

Tech-savvy with experience in PMS, CRM, and customer support systems

(Freshdesk/RoomBoss preferred)

A proactive, guest-first mindset with attention to detail and the ability to handle complex

requests