Guest Services Manager

Filinvest Hotel: CRIMSON RESORT AND SPA BORACAY

The Guest Services Manager at Crimson Resort and Spa Boracay is responsible for ensuring exceptional guest experiences by overseeing front office operations, managing guest relations, and maintaining high service standards. This role requires strong leadership, problem-solving skills, and a guest-centric approach to enhance overall satisfaction and operational efficiency.

Key responsibilities:

1. Guest Experience Management - Ensure seamless check-in/check-out processes, handle guest inquiries, and address concerns to provide a personalized and memorable stay.
2. Front Office Operations Oversight - Supervise daily front desk activities, including reservations, cashiering, and concierge services, while ensuring compliance with hotel policies.
3. Team Leadership & Training - Lead, train, and motivate front office staff to uphold service excellence, maintain professionalism, and adhere to brand standards.
4. Conflict Resolution & Service Recovery - Handle guest complaints and escalate issues when necessary, ensuring timely and satisfactory resolutions to enhance guest loyalty.
5. Revenue & Upselling Initiatives - Collaborate with sales and reservations teams to optimize room occupancy, drive revenue, and implement effective upselling strategies.

Qualifications:

• Bachelors degree in Hospitality Management or a related field.
• Minimum of 3-5 years of front office or guest services experience, with at least 2 years in a managerial or supervisory role.
• Strong leadership and interpersonal skills with the ability to handle guest concerns professionally.
• Excellent communication skills in English (verbal and written); proficiency in other languages is a plus.
• Knowledge of hotel property management systems (PMS) such as Opera is preferred.
• Ability to work flexible schedules, including weekends and holidays, in a fast-paced environment.
• Willingness to work in Boracay Island