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
Guest Engagement &
Personalization
- 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
Service Recovery & Guest Relations
- 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
Pre-Opening Responsibilities
- 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)
Team Leadership & Culture
Building
- 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
Quality Assurance & Brand Standards
- 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
Guest Feedback & Performance Monitoring
- 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
Financial Awareness & Revenue Enhancement
- 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
Cross-Departmental Coordination
- 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
Innovation & Continuous
Improvement
- 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
Safety, Security & Confidentiality
- 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
Qualifications & Experience
- 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
Skills & Competencies
- 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
Why Join Us?
Mandarin Oriental offers a world-class environment where your expertise,
creativity, and leadership will shape the legacy of our return to Manila.
You will be part of a dynamic preopening team committed to excellence,
innovation, and authentic Asian hospitality.
Our
commitment to you:
- 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.
We’re Fans. Are you?
