Hybrid Guest Manager

at Officium Group

• Job title: Guest Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: ₱25,000 per month
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Taguig City, Philippines

About the role

• Guest Manager at Officium Hospitality ensuring exceptional guest experiences from pre-arrival to post-checkout through proactive engagement and effective communication.

Responsibilities

• Serve as the primary point of contact for guests, delivering professional, friendly, and efficient communication across all channels.
• Proactively reach out to guests prior to arrival to confirm details, address questions, and create a warm, welcoming experience.
• Manage guest inquiries, requests, and feedback throughout their stay, ensuring timely and courteous resolutions.
• Maintain ownership of guest communication tickets — ensuring updates, reminders, and issue resolutions are handled promptly.
• Conduct post-stay follow-ups to gather feedback and reinforce guest satisfaction and loyalty.
• Coordinate with cleaning, maintenance, and operations teams to ensure properties are guest-ready and meet quality standards.
• Oversee smooth check-in and check-out procedures to deliver a seamless experience.
• Respond promptly to inbound and outbound calls, demonstrating exceptional customer service and professionalism.
• Identify, document, and escalate guest issues when needed, ensuring accountability and follow-through to resolution.
• Support the broader operations team with administrative and guest management tasks as required.
• Regularly update listing descriptions, pricing, and availability on all platforms.
• Ensure that photos and descriptions accurately represent the property.
• Optimize listings to improve visibility and conversion rates.
• Analyze guest feedback and make recommendations for service improvements.

Requirements

• Minimum 4 years of experience in service accommodation, hospitality, or property management preferred.
• Excellent verbal and written communication skills with a polished, personable, and service-oriented tone.
• Strong organisational and time management abilities, capable of handling multiple priorities simultaneously.
• Demonstrated ability to build rapport and foster positive relationships with guests and internal teams.
• Proficiency in communication tools, email management, and CRM/ticketing systems.
• Familiarity with Booking.com, Airbnb, or other property management platforms is an advantage.
• Detail-oriented, resourceful, and able to work independently with minimal supervision.
• Positive, proactive, and adaptable, with a commitment to delivering exceptional guest service.