Job Summary
In accordance with the policies, procedures, and standards of The Lind Hotels, under the supervision of the Director of Guest Experience, the Assistant Guest Experience Manager is responsible for the well-being of all guests and staff during their time at the hotel. The successful candidate will maintain a high level of host presence throughout the property and ensure the overall smooth running of the hotel at all times when on duty.
As a key member of our upcoming property's team in Coron, this role combines refined luxury guest relations with essential overnight operational oversight and revenue auditing.
Essential Duties & Responsibilities
- Deal with complaints quickly and efficiently to find suitable solutions to any problems that may arise; communicate issues with colleagues in a constructive and clear manner.
- Ensure guest queries are dealt with in a helpful and professional manner, informing the Department Head concerned in cases of issues that cannot be easily resolved, while remaining consistently responsible for exceeding guest service expectations.
- Move around the hotel to interact with as many guests as possible, introducing yourself to all guests and hosts of events upon arrival. Ensure accommodation for arriving VIPs is prepared to the agreed standard, and room all VIP and important guests personally to assure a very positive first impression.
- Liaise closely with guests to ensure a strong host presence at all times, passing relevant information onto the staff—especially specific requirements or arrangements—while engaging professionally to build brand loyalty.
- Take full responsibility for the entire hotel during the night shift in terms of monitoring the operations, and ensuring the safety and security of the hotel, colleagues, and guests.
- Oversee all contracted staff working overnight in the hotel, recording any issues for handover to the relevant department head in the morning. Monitor and inspect the overnight cleaning team to ensure the highest level of cleanliness and work efficiencies.
- Liaise well with all departments to ensure that communication of the day's activity is clear and understood. Log all guest comments on the Manager's Log and prepare a 24-hour summary for use at the Morning Meeting and Operations Meeting.
- Oversee the employee dining room and ensure that all staff receive appropriate meal breaks during their shift. Provide guidance and motivation to the night team, directing staff in maintaining clean and tidy work areas at the front and back areas of Guest Experience.
- Organize guest billing and ensure accuracy to minimize disputes, rebates, loss of revenue, and guest complaints. Perform credit checks, high-balance checks, rate variance checks, and profile audits.
- Run the Night Audit / End of Day process. Run the required audit reports in the PMS for Income Audit the next day, taking responsibility for nightly reporting, balancing accounts, and performing necessary reconciliation functions for the reception.
- Ensure all financial reporting is accurately maintained and reviewed, verifying that all F&B outlets have handed over the relevant paperwork to allow the day's business to be completed.
- Monitor and deal with all pre-registered bookings and No-Show guests, complete assigned preparation and admin work passed on by superiors, and send daily log reports to the management team.
- Adhere to limits of authority outlined by management, understand hotel policies, procedures, and regulations per The Lind standards, and strictly promote the company's health, safety, and emergency action plans. Performs any other duties and tasks that may be assigned by immediate superiors from time to time.
Required Skills & Qualifications
- Ability to supervise, train, and motivate a variety of people.
- Possess excellent communication skills, both written and verbal, with the ability to communicate fluently and professionally in the English language.
- Must possess excellent decision-making skills.
- Dynamic personality and strong leadership skills.
- Service industry experience with excellent customer service skills; in-depth knowledge of our specific industry is a plus.
Qualifications & Physical Requirements
- Professional grooming standards.
- Hospitality/Tourism or other Business Management related course.
- Physical mobility and stamina are required, with the ability to follow instructions and remain highly detail-oriented.
- Constant standing and walking throughout the shift; must be able to work overnight, weekends, and holidays.
- Experience using HMS or OPERA PMS is a distinct advantage.
- In good health to limit absences due to illness.
Experience
- Experience in a 5-star or luxury hotel.
- 1 to 3 years of related experience, or an equivalent combination of education and experience.
- Open for deployment to our property in Coron, Palawan, with professional on-site residing arrangements available.
