Guest Experience Manager
Mandarin Oriental Milano
This position requires local presence. Please view similar jobs below.
Are you a master of craft Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly Do you embrace a growth mindset We invite you to become a fan of the exceptional. Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences. Mandarin Oriental, Makati is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue. Scheduled to open in 2026, this landmark development will feature 276 elegantly appointed guestrooms and suites, offering a refined blend of contemporary design and timeless sophistication. Guests will enjoy an exceptional array of world-class amenities, including a curated selection of restaurants, a stylish bar, a serene pool area, and the brand's signature spa. Designed to be a sanctuary in the heart of the city, the hotel promises an elevated experience for both leisure and business travelers seeking comfort, excellence, and distinction in Manila. The Role The Guest Experience Manager is responsible for driving and elevating the overall guest journey, ensuring the delivery of exceptional, personalized, and memorable experiences in line with Mandarin Oriental's legendary service standards. This role oversees all aspects of guest engagement, personalization, and service recovery across the hotel, acting as the champion of the guest voice. In a pre-opening environment, the Guest Experience Manager plays a critical role in establishing service culture, defining guest journey standards, and ensuring operational readiness for a seamless opening. Key Responsibilities Guest Experience Strategy & Delivery
- Lead the development and implementation of the hotel's Guest Experience strategy aligned with Mandarin Oriental brand standards
- Ensure delivery of intuitive, anticipatory, and personalized service at every guest touchpoint
- Oversee the guest journey from pre-arrival, arrival, stay, and departure
- Continuously identify opportunities to enhance the guest experience
- Ensure detailed capture and utilization of guest preferences, profiles, and history
- Drive initiatives to personalize guest experiences across all departments
- Personally interact with VIPs, repeat guests, and long-stay guests to build relationships
- Collaborate with Butler, Concierge, Front Office, and F&B teams to deliver tailored experiences
- Lead and manage guest feedback, complaints, and service recovery processes
- Ensure all guest issues are handled promptly, professionally, and with empathy
- Monitor and follow up on guest feedback to ensure resolution and satisfaction
- Implement proactive measures to prevent recurring issues
- Implement Guest Experience SOPs and service standards
- Design guest journey mapping and service touchpoints across all departments
- Participate in recruitment, onboarding, and training of Guest Experience and Front Office teams
- Lead service culture training, role plays, and simulation exercises
- Support testing of systems (PMS, Hotel systems, guest request platforms)
- Lead and mentor Guest Relations, Club Lounge, Butler, and Front Office teams (in coordination with department heads)
- Drive a culture of 'Fans of the Exceptional' and service excellence
- Conduct training programs on guest engagement, emotional intelligence, and luxury service delivery
- Provide coaching, feedback, and continuous development for team members
- Ensure compliance with Mandarin Oriental brand standards and audit requirements
- Monitor service delivery through audits, guest feedback, and observation
- Conduct regular quality checks and service evaluations
- Implement improvements based on guest satisfaction data and feedback
- Analyze guest satisfaction metrics (e.g., LQA, Medallia, internal surveys)
- Track trends in guest feedback and identify areas for improvement
- Prepare regular reports on guest experience performance
- Implement action plans to enhance guest satisfaction and service quality
- Identify opportunities to enhance guest spend through personalized experiences
- Support upselling initiatives across rooms, F&B, spa, and services
- Ensure cost-effective delivery of guest experience initiatives
- Balance service excellence with operational efficiency
- Work closely with Front Office, Housekeeping, Concierge, Butler Services, F&B, Spa, and Sales & Marketing
- Ensure seamless communication of guest preferences and VIP movements
- Align all departments to deliver a consistent and high-quality guest experience
- Participate in daily operations briefings and strategic meetings
- Introduce innovative guest experiences, services, and personalization programs
- Stay updated on luxury hospitality trends and guest expectations
- Continuously refine service processes and guest engagement strategies
- Lead special projects related to guest experience enhancements
- Ensure guest privacy and confidentiality at all times
- Handle sensitive guest information with discretion
- Respond effectively to emergencies and ensure proper communication
- Ensure compliance with hotel policies and procedures
- Bachelor's degree in Hospitality Management or related field preferred
- Minimum of 5–7 years' experience in Guest Relations, Front Office, or Rooms Division in a luxury hotel environment
- Previous leadership experience required
- Pre-opening experience is highly preferred
- Strong understanding of luxury service and guest engagement
- Excellent communication, interpersonal, and leadership skills
- Strong analytical and problem-solving abilities
- Fluency in English; additional languages are an advantage
- Strong guest-centric and service excellence mindset
- Leadership and team development
- Attention to detail and personalization ability
- Ability to manage multiple priorities in a dynamic environment
- Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
- MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
- Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
Vacancy posted 23 days ago
Similar jobs that could be interesting for youBased on the Guest Experience Manager in Manila vacancy
- ...restaurant brands deliver seamless digital hospitality and top-tier guest experiences. We don't just process orders and push buttons—we make sure... ...by independently auditing wallet balances in Paytronix and managing our gift card infrastructure, ensuring the master credit...
6 $ per hour
...ADVANCE HIRING - Target Start Date: July 6 About the Role A fast-growing, U.S.-based premium lifestyle food brand is seeking a Guest Experience Representative to deliver high-touch, concierge-level support across digital channels. The brand operates as a premium “...- ...innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning,... ...recommendations ~ Strong organisational skills, able to manage multiple projects without losing quality ~ Analytical mindset...
35000 - 45000 Php
...Are You the Behind-the-Scenes Voice That Keeps the Guest Experience Running? You handle the calls, coordinate the jobs, respond to the... ...GO Recruit is partnering with an Australian property management company based in Adelaide, South Australia. They manage both...850 $
...feel “at home” while away. Based in Gainesville, Florida, we manage a growing portfolio of thoughtfully designed vacation homes that... ...we deliver more than a stay — we create memorable, elevated guest experiences. As one of the top-rated short-term rental operators in...Remote job- ...channels (i.e., Click and collect and marketplace). The Opportunity Sephora is seeking to hire a highly motivated Manager, Customer Experience Support to join our Customer Experience Team. Working with customers across Southeast Asia & Australia/NZ, our Customer...
- ...all channels. KEY RESPONSIBILITIES Campaign & Activation Management Execute integrated campaigns and activations across Own... ...calendar and commercial needs. Integrate digital and offline experiences, leveraging adiclub membership , hyperlocal storytelling,...
- ...differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring... ...more information, visit: Context Of The Role The Member Experience (MX) Operations Team Lead will manage and support a high-...
- ...tasks based on established procedures. In some areas, requires vocational training, certifications, licensures, or equivalent experience. General Profile Expands skills within an analytical or operational process. Maintains appropriate licenses, training, and...
80000 Php
...Position: TMP PLANNER (NZ EXPERIENCE) Salary range : Php 80,000/month (The final amount will be at the the client discretion basing... ...and efficient work zones. Our team works closely with project managers, field crews, and stakeholders to ensure projects are delivered...- ...JOB SUMMARY Manages all engineering/maintenance operations, including maintaining... ...CANDIDATE PROFILE Education and Experience • High school diploma or GED; 3 years... ...maintained in excellent condition. • Conducts guest room and common area inspection to...
- ...General Summary The Club Manager will direct and supervise the staff and day-to-day... ...Associates degree and equivalent industry experience required. Bachelor’s degree preferred.... ...all your dealings with staff, prospects, guests, and members. You should be able to network...
- ...Broad technical expertise and industry knowledge. Ability to manage hiring and termination actions and training for multiple... ...provided Supports and trains team members to impact end user experiences Leadership ~ Provides supervision including coaching and...
- ...business is maintaining a consistently high-quality customer experience across multiple markets, channels, and operational setups.... ...customer service support and assisting customers with inquiries. Managing customer communications through designated support channels....
- ...looking for a Content & Audience Revenue Manager to own how Wedded Wonderland converts... ...including wedding date, destination, budget, guest count and vendor needs Manage... ...operator. You should have: 7+ years experience across content, audience growth, social,...
- ...We're Hiring! Architect with Sales Experience Are you an Architect with a passion for both design and client engagement? We are looking... ...in sales,business development, client relations, or account management Strong communication and presentation skills Proficient...Remote job
- ...We're looking for a Senior Software Engineer to join our Core Experiences Team. This team builds and maintains the foundational... ...team that supports risk, intuition, and hustle. A hands-off management approach so you can focus and do your best work. An opportunity...
11 - 12 $ per hour
...This is a remote position. Job Title: BCA Consultant (Australian Experience) Type: 8 hours per day. 40 hours per week Rate: $11-12 AUD/hour Position Overview We are seeking a knowledgeable and detail-oriented BCA Consultant with proven experience...90000 - 110000 Php
...Paralegal Salary: PHP 90,000 to PHP 110,000 per month depending on experience Working Hours & Conditions: Monday to Friday, 8:30 AM to 5:... .... Working alongside experienced lawyers and partners, you will manage files from initial client onboarding through to post-settlement...1700 - 2200 $
...seeking a detail-oriented Quantity Surveyor / Estimator with experience in commercial construction to support the preparation of tenders... ...accurate tender submissions Quantity Surveying & Cost Management Complete accurate quantity calculations for materials, labour...- ...them and preparing daily and monthly sales and other reports for management according to hotel policies and procedures Responsible for... ...supervision and guidance of Income Audit section. Check and review Guest check, folios, Vouchers and other related supporting documents....
- ...Winning Cluster? We are looking for a Group Manager The Opportunity: Beyond Just "... ...community, where staff are engaged and guests feel the joy of our service. Who You... ...Expert: You have at least 2+ years of experience managing multiple sites (QSR/Fast Food preferred...
- ...Uptalent.io is seeking a talented Remote Landscape Designer with experience in LandFX to join our team. As a Remote Landscape Designer at... ...designs comply with local building codes and regulations Manage multiple projects and meet deadlines Requirements...
- ...Job Title: Bookkeeper with ConnectWise Experience (Remote) About the Client: Our client is a U.S.‑based managed IT services and technology solutions company. They help small and medium‑sized businesses improve and secure their IT operations through proactive...Remote job
- ...validate programs that: Transfer data across multiple data management systems or operating systems. Combine data from various sources... ...and bidding activities as requested. Education & Experience Requirements Required Qualifications ~ Master's degree in...Remote job
- ...responsible for internal administrative coordination, ATO portal management, inbox triage, workflow tracking, spreadsheet maintenance, and... ...BASIC QUALIFICATIONS: Minimum 3 years experience supporting Australian clients in an accounting, bookkeeping, or...
3100 - 4200 $
...Position: Senior Credit Analyst (Credit Analysis experience in AU Mortgage) Salary: AU$3,100-AU$4,200/month Work Schedule: 9:00AM... ...Credit Analyst is responsible for supporting mortgage brokers by managing the end-to-end loan processing cycle. This includes collating...- ...Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of... ...employees to be their authentic selves. Position: Project Manager, Professional Services Reports to : Supervisor, Professional...
- ...generations, efficient operational performance, and reliable financial management. At Spaulding Ridge, we believe all business is personal.... ...in Finance ~10-13 years of consulting/implementation prior experience with on premise systems such as SAP BPC, IBM Cognos TM1,...
- ...generations, efficient operational performance, and reliable financial management. At Spaulding Ridge, we believe all business is personal.... ...process of OneStream solutions. You have: ~8+ years of experience in FP&A projects, with a strong focus on OneStream. ~...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Guest Experience Manager. Be the first to apply!
