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GUEST RELATIONS EXECUTIVE

BGC, PHILIPPINESOnsiteHospitalityPosted Oct 02

Make your next big career move by applying as KMC Solutions’ next GUEST RELATIONS EXECUTIVE

The Guest Relations Executive is responsible for driving exceptional guest and client satisfaction, managing day-to-day site administrative functions, and overseeing facilities operations across assigned sites or cluster. This role serves as the primary frontline ambassador and team lead combining high-touch hospitality, concierge services, and proactive issue resolution with structured reporting, vendor coordination, and team mentorship. 

On top of your salary, here are the exciting benefits you can look forward to:

  • You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
  • Making sound decisions and flexibility to ensure team dynamics and productivity.
  • Competitive salary and benefits
  • HMO + free dependent
  • Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves

The main responsibilities of a GUEST RELATIONS EXECUTIVE include:

1. Guest Experience, Hospitality & Concierge Services 

  • First Impressions & Welcome: Greet clients, guests, and VIPs with warmth and professionalism, establishing a welcoming site atmosphere. 

  • Relationship Management & Loyalty: Build strong rapport with members and guests, anticipating needs and maintaining accurate guest records to deliver personalized service. 

  • Concierge & Member Services: Provide concierge support, local recommendations, bookings, and transportation arrangements. Coordinate weekly and monthly member perks/treats. 

  • VIP & Event Execution: Manage VIP arrivals, customized service requests, and site-level event logistics. 

  • Satisfaction & Feedback Analysis: Collect, track, and analyze guest feedback and satisfaction metrics to continually refine service delivery. 

2. Operational Escalations & Cross-Departmental Coordination 

  • Point of Contact (POC): Serve as the main escalation point for guest inquiries, administrative concerns, and site facility issues. 

  • Inter-Departmental Synergy: Collaborate directly with Housekeeping, Engineering, Food & Beverage, Security, and property managers to resolve operational bottlenecks within 36 hours. 

  • Emergency Response: Follow established escalation matrices strictly during emergencies or incident responses. 

3. Reporting & Financial Controls 

  • Accuracy Standards: Deliver all financial, administrative, and operational reports with a minimum 99% accuracy rate. 

  • Regular Submissions: Compile and submit weekly operational reports and monthly consumption, inventory, expense, and budget analysis reports. 

  • Client Charges & MOM: Forward monthly client charges with 99% accuracy. Record and distribute accurate Minutes of the Meeting (MOM) within 2 days following meetings. 

  • Incident Reports: Issue comprehensive incident reports within 24 hours of any event. 

4. Leadership & Mentorship 

  • Directly supervise, mentor, and guide site administrative staff and Customer Success/Guest Experience Associates. 

  • Conduct regular 1-on-1 performance coaching and design structured onboarding schedules for new personnel. 

  • Manage manpower schedules to ensure complete administrative coverage during committed operating hours. 

5. Office, Facilities & Asset Management 

  • Site Inspections: Conduct weekly facilities inspections and execute monthly Petty Cash Fund (PCF) audits per site. 

  • Common Area Excellence: Maintain pristine conditions across lobbies, receptions, pantries, and washrooms (including full implementation of "Better Bathroom Experience" standards). 

  • Supplies & Equipment: Guarantee 100% availability of office, pantry, and washroom supplies, alongside 100% fully functioning site appliances. 

  • Preventive Maintenance: Oversee specialized maintenance schedules (pest control, carpet cleaning, grease trap cleaning, water testing) using approved treatments. Maintain a 100% updated Annual Preventive Maintenance (PM) Calendar. 

  • Landlord Coordination: Represent the team in quarterly coordination meetings with building administration. 

6. Service Desk & Policy Implementation 

  • Adhere strictly (100%) to ticket response formats, ensuring 98% of administrative tickets per week are resolved within SLA. 

  • Enforce, update, and audit departmental standard operating procedures (SOPs), site checklists, and Health & Safety protocols. 

To apply, you must be an expert on the following requirements:

Minimum Qualifications 

  • Experience: Minimum of 6 years of experience in Hospitality, Guest Relations, Customer Experience, or Facilities Management. 

  • Education: Bachelor’s Degree in Business Administration, Hospitality Management, or a related field. 

  • Technical Skills: MS Office applications (Excel, Word, PowerPoint), and CRM or Property Management Systems (PMS). 

It will also be favorable if you are knowledgeable in:

Minimum Competencies 

  • Communication & Professionalism: Exceptional verbal and written communication with 99% appropriate business etiquette (zero-error email drafting). 

  • Conflict Resolution: Strong problem-solving skills to manage high-pressure situations, de-escalate guest complaints, and solve site issues quickly. 

  • Process & Audit Capability: Create and execute departmental procedures, site checklists, and internal operational audits. 

  • People Leadership: Proven delegation, coaching, and motivational skills to lead site teams effectively. 

  • Agility & Attention to Detail: Fast learner with strong multitasking and time-management skills; capable of operating with minimal supervision. 

Hospitality

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