8 Guest Experience jobs in the Philippines

We empower property managers to succeed in the hospitality industry by providing them with the tools and resources needed to deliver top-tier guest experiences.

Our all-in-one platform automates, optimizes, and scales their businesses, allowing them to focus on what matters most – providing excellent customer service.

As a Customer Experience Expert, you will play a critical role in helping us achieve this goal. You will be responsible for delivering outstanding customer service by swiftly resolving complex queries via chat and ticket, as well as some phone calls.

• Provide exceptional customer support by being responsive, empathetic, and solution-focused.
• Demonstrate strong troubleshooting skills to diagnose and solve technical issues efficiently.
• Guide users through product features and functionality with patience and clarity.
• Manage a high-volume ticket queue, prioritizing based on urgency and SLAs.
• Contribute to and maintain our knowledge base, constantly improving our support resources.
• Collaborate closely with developers and technical teams to ensure customer satisfaction.

• A supportive environment where your voice is heard and valued.
• Extensive training and mentorship programs in web technologies and customer support.
• Clear path for career growth and professional development.
• Opportunity to make a real impact on the company's success.

We are seeking a highly skilled Customer Service Representative to fill this role.

This is a full-time position that requires strong English communication skills, excellent customer service attitude, and quick learning abilities.

• Answer calls and enquiries in a friendly, professional manner.
• Manage bookings, payments, and guest records efficiently.
• Coordinate with housekeeping and maintenance teams to ensure seamless operations.
• Upsell services to enhance guest satisfaction and loyalty.

• Strong English communication skills (written and spoken).
• Excellent customer service attitude and interpersonal skills.
• Quick learning ability and adaptability to new systems.
• Based in Bulakan or nearby areas.

We use various tools for our operations, including Guesty, Enso Connect, Breezeway, Stripe, and more. Training will be provided to ensure a smooth transition.

Growth opportunities are available for those who excel in this role!

• Friendly work environment.
• Ongoing training and support.
• Potential for career advancement.

POSITION SUMMARY

In accordance with the policies, procedure and standards of Chroma Hospitality and Grafik Pinehouse Baguio, as the Guest Experience Manager, you are aware that today's travelers want to connect deeply with the destinations they visit. At GPHB, our aim is to bring to life a unique experience for each of our guests. You will be responsible in curating and enhancing overall guest experience across all touch points within the hotel. You can explore and partner with local artisans to offer workshops in crafts like pottery, weaving, basket weaving, sliver craft and more This cultural immersion allows our guests to experience the traditions, cuisines, and stories that will help create their Chapter One. The hotel will revolutionize guest stays by introducing Hyper Personalized Guest Experience. You will work with Executive Leadership Team, Department Heads, and front-line staff to deliver these extraordinary experiences for our guests that will build customer loyalty to the property and across Chroma Hospitality brands.

JOB RESPONSIBILITY

1. GUEST SERVICE EXCELLENCE - ability to consistently deliver an exceptional service to guests, ensuring their needs are met and their expectations exceeded.

• Cultivate a culture of guest-centric service excellence throughout the organization, ensuring every department contributes to a seamless guest experience.
• Champion service standards and ensure compliance across all departments, including front desk, housekeeping, food & beverage, and amenities.
• Ensure that guests are warmly welcomed and receive personalized attention from the moment they arrive.
• Respond promptly and effectively to guest inquiries, requests, and concerns.
• Handle complex or high-priority guest concerns, ensuring quick resolution and maintaining high guest satisfaction.
• Able to come up with an amicable settlement to address the situation through service recovery conversations
• Implements service recovery matrix
• Meet and greet VIP guests
• Analyzes scores of TrustYou Analytics and come up with relevant and timely action plan/s to increase score findings
• Monitor guest feedback through surveys, direct communication, and online reviews to identify areas for improvement.
• Determine the top issues of guests and propose initiatives that will help address, resolve & prevent recurring concern

2. Team Leadership & Development - Ability to guide a group of individuals towards achieving common goals while fostering their growth and collaboration

• Lead, mentor, and coach a team of guest service managers, supervisors, and front-line staff to achieve high-performance levels.
• Design and implement training programs focused on enhancing guest service skills, empathy, and problem-solving capabilities.
• Set clear performance expectations, conduct regular performance reviews, and foster a culture of continuous improvement.
• You will champion the Quality meeting and ensure a healthy interaction and collaboration between different operating departments

3. Innovation & Improvement

• Stay ahead of industry trends and emerging technologies that can enhance the guest experience.
• Research and introduce innovative service offerings and technology (e.g., mobile app upgrades, AI-driven personalization) to meet evolving guest expectations.
• Develop and lead special initiatives and events to elevate guest experiences, particularly for VIP, repeat, or special-occasion guests.
• Especially with larger family groups, you can assist and curate activities that they can do while in our property.
• Ensure that the guest experience reflects the companys brand values, mission, and promise across all guest touchpoints.

4. Detail Oriented - Ability to follow detailed departmental procedures or deliverables to minimize errors and maximize correct completion.

• You will need to periodically assess operations of the different sections and suggest improvements on the policies and procedures & SOPs of the department
• Ensures all areas are covered with complete manning and that a culture of service is prevalent when associates attend to guest needs. Mantra: Service from the heart
• Initiate arrangement of Brilliant in Skills Training in collaboration with Learning and Development team
• You will need to ensure that all associates are 100% compliant with our Golden rules and standards
• You will at any time be able to perform spot checks on operational needs and requirements and be able to coach or mentor associates who are not performing well
• You will work with FOM, EHK and do quality room checks especially for VVIP guests.

5. Financial Acumen

• Assist Front Office Manager in creating the OOD department budget for the year; Monitoring, management, and achievement is a key role.
• You are to analyze and interpret OOD departmental expense and come up with cost-saving strategies to achieve budgeted departmental profit.
• Able to train, expose and give accountabilities to all line managers & supervisors relating to the departments P&L
• Proficient to create initiatives & forecast incremental revenue for OOD (other operating departments)
• You are skilled to propose and decide on bigger discounts or waive fees to address service recovery from complaining guests
• You are able to collaborate with the Sales & Marketing team when a group/event is confirmed for better yield on possible ancillary revenue.
• You help achieve targets that have been set for OODs
• You will initiate and suggest programs and/or promotions to boost revenue generation on all operating departments (OODs)

6. Other duties:

• COMPANY POLICIES and PROCEDURES: Adheres to the provisions outlined in the Employee Handbook, Disciplinary Code and Rules and Regulations.
• ATTENDANCE: Adheres to the set procedures for attendance and timekeeping.
• COMMUNICATIONS: Attends meetings as required.
• LOST and FOUND: Fully aware of and comply with Lost and Found procedures at all times.
• EMERGENCY RESPONSE: Possesses full knowledge of emergency procedures and ensures all staff are aware them at all times.
• GROOMING and HYGIENE: Adheres to specified hygiene and personal appearance standards of the Resort.
• ENVIRONMENTAL AWARENESS: Is fully aware of and complies with the Resorts Environmental Policy and established rules and guidelines.
• GUIDING PRINCIPLES: Practices the Guiding Principles in day-to-day interaction.
• Performs such other functions as may be delegated by management from time to time.

7. General responsibilities:

• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established Resort policies and procedures to achieve the overall objectives of this position.
• Prepares reports as necessary to develop a more informative database for improved Management decision-making and critical evaluation of work activities.
• Maintains a favorable working relationship with all other Resort employees to foster and promote a cooperative and harmonious working climate.
• At all times, projects a favorable image of GRa to the public. -Performs any other duties and tasks that may be assigned by immediate superiors from time to time.

QUALIFICATIONS:

• Bachelor's degree in Hospitality Managementor related field.
• A minimum of 7 years' experience in Front office department.
• Ideally, in the same position for 1 year or with min of 3 years supervisory guest experience role.
• Knowledge, familiarity and connection with different hospitality organizations.

Guest Experience Manager I, Comms (Philippines, Remote) — Remote

Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. Kasa has built a hospitality operating system that fundamentally improves the profitability of hospitality assets while delivering a high-quality, digitally forward experience to guests. We partner with owners of multifamily and boutique hospitality properties to deliver stylish, professionally managed accommodations to business and leisure travelers alike. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations.

Unlike traditional hotel operators, we prioritize automation, AI-driven pricing, and data-driven decision-making to optimize revenue and improve guest experiences.

Kasa is looking for a talented individual who understands what we're all about: helping travelers feel at home in a new place. Your goal will be to create a positive, lasting impression of Kasa so guests come back to stay with us again and again. You'll be accountable for managing a team of Specialists handling guest inquiries, resolving in-the-moment issues, coordinating with operations to ensure our apartments are always ready for guests, and taking initiative to find ways to improve guest satisfaction. Though the work is remote, we've built a Hospitality Team that is communicative, committed, and inclusive.

• Manage a team of 3 - 10 remotely distributed guest experience specialists to ensure exceptional service delivery during each shift
• Work Saturdays and Sundays. In place of a traditional weekend, you'll take two consecutive weekdays as your weekend.
• Be accountable to the metrics of the team and that of your direct reports, with the goal of reaching our OKRs for productivity, efficiency, and quality
• Oversee guest communications and personalized service; providing support via phone, SMS, WhatsApp, chat, and email
• Resolve escalated guest issues quickly and to mutually beneficial outcomes
• Support trust and safety tasks
• Contribute to policy adherence and new tech implementation
• Ensure system adherence, oversight, and process documentation
• Schedule team shifts, ensuring 24/7 coverage that aligns with issue volume and specialist availability
• Complete other tasks for process improvement or training as needed to guarantee that the Kasa Guest Experience Team is efficient, successful, and celebrated

• 3+ years of service industry experience
• 2+ years of management experience, managing a customer service team, call center, or other applicable management experience
• Effective communication and organizational skills: you love helping guests and leading by example by providing creative, robust, and thoughtful resolutions to our guests
• Strong analytical, strategic, and collaborative skills
• Demonstrated ability to write SOPs (standard operating procedures) and provide process improvements, filling in the gaps where needed
• Independent at handling all routine GX workflows: able to dive into the details while maintaining a bird's-eye-view
• Reliable, consistently on time, and follow through on what you promise
• Proactive by nature and able to act decisively when needed, especially in a pinch
• A lighthearted team player committed to uplifting your coworkers and the company
• Fearless handling of guest issues with a calm and positive demeanor
• Eager to learn new systems and platforms in a tech startup
• You've worked in the hospitality industry
• You've worked in a contact center
• You have workforce management experience, including scheduling and forecasting
• You're familiar with the CRM: Kustomer
• You have experience in a small company or start-up environment

• Helped the team and developed your direct reports to reach all Guest Experience Quality, Efficiency, and Productivity goals
• Contributed to foundational SOPs to improve our level of service
• Trained and coached your direct reports to provide exceptional service
• Routinely and systematically de-escalated guest issues with empathy and to a mutually beneficial resolution

Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. Kasa has built a hospitality operating system that fundamentally improves the profitability of hospitality assets while delivering a high-quality, digitally forward experience to guests. We partner with owners of multifamily and boutique hospitality properties to provide stylish, professionally managed accommodations to business and leisure travelers. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations

Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays to guests. Our guests enjoy seamless check-ins, caring service, and attractive amenities. If anything comes up, our on-site and remote guest experience team is available throughout their stay, ensuring our hospitality is rarely seen but always felt.

Kasa is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by law. All employment is decided based on qualifications, merit, and business need.

Kasa is an E-Verify participant. We will verify the identity and employment eligibility of all persons hired to work in the United States by matching information employees provide on the Form I-9 against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). You may find more information here.

Kasa does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or People & Talent team.

The Kasa Talent Acquisition team will only communicate from email addresses that use the URLs kasa.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money or technology to work for our company. If you believe you are a scam victim, please review your local government consumer protections guidance and reach out to them directly.

Notices: This posting excludes external recruiters. This is a remote position.Applicants must be authorized to work in the Philippines.

We are seeking an exceptional Customer Experience Expert to join our dynamic team. As a key member of our operations, you will be responsible for delivering top-tier guest experiences while ensuring efficient service delivery.

• Resolve complex customer queries via chat, ticket, and phone with exceptional service and speed
• Demonstrate strong analytical skills to diagnose and solve technical issues efficiently
• Guide customers through product features with patience and clarity
• Manage high-volume ticket queues prioritizing based on urgency and service level agreements
• Collaborate closely with development teams to ensure customer satisfaction

• 4+ years in a customer-facing role, preferably in software support environment
• Experience supporting business-to-business and/or enterprise customers
• Exceptional problem-solving and communication skills

• A supportive work environment where your voice is valued
• Comprehensive training and mentorship programs
• A clear path for career growth and professional development

This role is focused on delivering exceptional guest experiences across short-term rental properties. It involves managing inquiries, vetting guests, and ensuring timely resolution of maintenance requests.

The ideal candidate will possess strong communication skills, a customer-centric approach, and the ability to multitask in a fast-paced environment.

• Respond promptly to guest inquiries across multiple booking platforms.
• Manage and report maintenance requests to ensure prompt resolutions.
• Communicate with guests throughout their booking journey.
• Complete accurate guest reviews and collect feedback.

• Excellent written and verbal communication skills.
• Strong organizational and time management abilities.
• Ability to thrive in a fast-paced environment.
• Proficiency with property management software and communication tools.

• Health insurance.
• KPI incentive program.
• Fortnightly virtual happy hour.
• Annual group off-sites.

• Schedule: TBD.
• Start Date: TBD.