Guest Experience Manager

Raffles and Fairmont Makati offer a refined blend of heritage, luxury, and contemporary elegance in the heart of Manila’s financial and commercial district. With world-class hospitality and exceptional service, both hotels create an atmosphere of sophistication and comfort, making them premier destinations for business and leisure travelers alike.

Together, they feature 312 exquisitely designed accommodations, including 32 exclusive suites at Raffles Makati and 280 elegantly appointed rooms and suites at Fairmont Makati, complemented by exceptional dining experiences, luxurious spa treatments, and modern business facilities.

At Raffles Makati, guests enjoy an intimate retreat enriched by legendary Raffles Butlers, a deep connection to art, literature, and culture, and an ambiance of timeless refinement. Meanwhile, a sophisticated urban sanctuary awaits guests at Fairmont Makati, where they can experience skyline views, seamless luxury, and effortless modern indulgence in a world-class setting.

• Leads and helps develop all guest experience initiatives within the hotel through centralizing and analyzing all available guest feedback concerning hotel products and services.

• Oversees the hotel standards by implementing cross-departmental assessments, reviews action plans for audit, and sets a target to ensure highest audit score.

• Interacts with guests to collect feedback, trains, directs, and monitor guest relations, and exhibits problem solving skill by supporting and coordinating with team members to resolve guest service issues.

• Graduate of a degree in Hospitality or any related field is an asset.

• Minimum of five (5) years of experience in a luxury hotel operations, preferably a guest-facing role.

• Excellent communication, interpersonal, and problem-solving skills and familiarity with hospitality industry trends and guest experience management.

• Strong knowledge of Microsoft applications and Opera.