Total 30 customer experience manager job vacancies in PH-Makati

• Monitors and ensures all equipment is in good running condition and report status if found defective and recommends necessary solutions for the problem.
• Implements strictly the preventive maintenance of all equipment and machinery including the auxiliaries according to the hotel standards and the manufacturer’s recommendation.
• Provides prompt, courteous and efficient engineering service while implementing standard procedures for guests.

• Introduces stringent cost control measures and ensures that all inventory movements within the hotel are accounted for and properly supported with appropriate documentation.
• Performs the physical count of all storeroom stocks and month-end inventory with final balances to be reconciled, also witnesses the physical count of operating equipment.
• Assists in analyzing expenses as well as on the allocation of other expenses of all departments.

• Conducts negotiations with suppliers and contractors to obtain the best possible price.
• Coordinates with the requesting department all product specifications, lead time and other details pertaining to the requested product.
• Ensures quotation and supplier accreditation files are complete and accurate and all food deliveries are compliant with the food safety standards of the Hotel.

• Promotes and sells customized spa programs, and ensures effective communication amongst all departments within the hotel.
• Utilizes revenue management to maximize revenue generation based on data.
• Ensures Guest or Member satisfaction at all times by ensuring that safety and service are always the spa's priority.

• Maintains fast accurate service, and positive guest relations, and ensures products are consistent with company quality standards.
• Supervises and directs service relations and ensures setups are accurate, timely and meet established standards.
• Performs daily inspection of the outlet and activity and assures readiness to guarantee a smooth flow of operations to promote quality guest service at all times.

• Reviews sales contracts, establish parameters, quotes and negotiate prices.
• Develops market segments action plan, account management and its execution. 
• Participates in the tradeshows and conventions organized by Accor.
• Attends coordination meetings with the different departments in the Hotel for groups and VIP arrivals.

• Develops design art work according to corporate standards and ensure optimum brand image for hotel collateral, advertisement and exposure.
• Manages collateral printing and hotel merchandize in line with brand standards. 
• Assists in production of all displays and signage in the hotel public areas and seasonal/theme decorations.
• Maintains an up-to-date image and collateral filing.

• Develops and maintains a high level of communication with major sources of business, and advises the Reservations Manager of feedback, as needed.
• Caters to room inquiries and reservations on a daily basis received via telephone calls and emails with full utilization of Opera PMS for creating and updating room reservations.
• Works towards maximizing hotel revenues by promoting upselling in the department, ensuring efficient availability control procedures and overbooking decisions.

• Demonstrates that all Front Office Standard Operating Policies and Procedures are performed in all interactions.

• Provides a warm welcome and assists guests’ according to Fairmont Hotels & Resorts Brand Standards.

• Maintains the balance in operational, administrative  and colleague needs by providing guidance and motivation to the Front Office team. 

• Ensures consistency on exceeding guest services expectations by personal involvement in the arrival, rooming, and departure of key/VIP guests.

• Establishes strong and effective communication with all Departments and ensures that all Front Office Policies and Procedures are adhered to.

• Creates an environment that allows Colleagues to achieve job fulfillment and provides a path for career development with Fairmont Hotels & Resorts.  Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team. 

As a Hygiene Manager, you will be in charge of maintaining and upgrading sanitation and hygiene standards to ensure that all food given to guests and staff is free of microbiological, chemical, and physical contamination and that all work environments meet mandated Hygiene and Sanitation levels.

• Propose and maintain minimum requirements in all workspaces, stores, receiving, and waste disposal areas to ensure that needed hygiene standards are adhered to at all times.
• Responsible for the effective and efficient maintenance of documents related to the Hotel's sanitation and hygiene efforts/program.
• Continually liaises with external agencies (labs, government agencies etc.) on sanitary matters
• To manage the segregation, storage and timely removal of all waste – recycles, hazardous and confidential waste streams
• Sensitize the team on all Accor hygiene standards
• Conducts regular inspection of food receiving, preparation, storage and service areas to identify and correct any food safety and hygiene issues  
• Carry out internal food safety audits, reports all findings and follow up actions to be taken to ensure closure of issues
• Continuously monitor, evaluate, and improve the policies and procedures of the food safety management system
• Ensures that all hygiene monitoring records are completed by the food handlers as required by the corporate standards
• Ensures that appropriate food sampling and swabbing are undertaken at the required frequency
• Conducts supplier audits, meetings and trainings on a regular basis in coordination with Purchasing, Cost Control, Culinary and F&B
• Liaise with all external food safety / HACCP auditors to ensure that all audit logistics and requirements are satisfied
• Liaise with the chemical services provider to ensure that safe chemical handling and breakage control, cleaning & sanitation procedures are effectively implemented 
• Liaise with the laboratory services provider to ensure that all mandatory food, water, ice, and swab testing are conducted as per agreed schedule

• Ensures guests are well looked after, from the moment they arrive to the time they leave.
• Enquires whether guests are satisfied throughout the meal.
• Offers attentive service to guests, adapting to any constraint.
• Establishes good relations with guests, offering advice and fostering customer loyalty.
• Promotes the F&B offers of the hotel.
• Organizes the work for the team, including the need to multi-skill in employees' job requirements.
• Ensures the point of sale is prepared to a high standard.
• Takes the global level of activity into account when managing the flow of guests, placement at tables and reservations.
• Ensures the equipment used remains in good condition.
• Develop and manage the restaurant's budget, including revenue and expenses.
• Control costs, such as food and labor costs, to maximize profitability.
• Prepare and analyze financial reports, such as profit and loss statements.
• Implement pricing strategies and promotions to increase sales.

The Assistant Outlet Manager will liaise between multiple food and beverage venues to ensure the success of every guest experience – and model exceptional service and leadership skills among your team.

Responsibilities:          

• Consistently offer professional, friendly and engaging service
• Lead the F&B Outlets team in all aspects of the department and ensure service standards are followed
• Handle guest concerns and react quickly and professionally
• To assist in recruiting and training all Outlet Colleagues
• Balance operational, administrative and Colleague needs
• Attend regularly scheduled departmental meetings
• Maximize revenues by communicating regularly with the Food and Beverage teams to implement agreed upon strategies, practices and promotions
• Have full knowledge of all Outlet menus
• Assist in managing the departmental budget
• Follow outlet policies, procedures and service standards
• Follow all safety and sanitation policies when handling food and beverage
• Other duties as assigned

• Managing the day-to-day operations of the Raffles residential business.
• Ensuring the appropriate processes and procedures are in place to address current and future needs of the business.
• Facilitating the consistent application, implementation and improvement of people processes and initiatives to build productivity and performance.
• Producing accurate and detailed submissions, reports, and other property documentation.
• Fostering a culture of inclusion, innovation and service excellence within the Raffles Residential Business.

The position develops an outstanding talent pool and serves as an ambassador for the extraordinary career opportunities and service culture of the hotel. The HR Manager showcases a strong interpersonal & networking skills and team-building strengths and builds a reputation for the brand to be the employer of choice. 

FOCUS ON TIMELY AND STRATEGIC RECRUITMENT SYSTEM 

• Develop strategies in pooling for talents 

• Expand the network in the industry to better source out talents 

• Continuously improve the recruitment process and implement recruitment innovations 

• Conduct assessment/interviews for talents and other related tasks for recruitment.  

• Assist Director of Talent & Culture for other key positions (Department Heads and Executives) as assigned

• Works with Division and Department and requisition and interview logistics

• Prepares Job Flash and Job Postings on different Job Boards

• Works with Manpower Agencies for the requisition of outsourced staff

• Prepares Job Offer, Employee Contract and Onboarding materials for New Hires

• Prepares Employee Action Form as documentation of all employee movement

The position is responsible in managing the overall credit and receivable collection functions of the hotel in the most efficient manner in order to minimize the non-payment of accounts and potential bad debts.  

Primary Responsibilities  

CREDIT APPLICATIONS 

• Process credit applications within 10 working days, ensuring that clients are notified promptly and professionally. The credit worthiness of all applicants is formally checked and approval must be received from the Director of Finance or it’s designate. 

• Review the credit worthiness of all existing non-Accor approved clients on a yearly basis. 

CITY LEDGER 

• Ensure all invoices / statements are issued on a timely basis. 

• Monitor the prompt follow-up of all overdue accounts and minimize the recovery delay. 

• Implement effective inquiry response procedure for guests and management. 

• Ensure all travel agent commissions are timely processed and paid. 

• Report on monthly accounts receivable ageing analysis and detailed accounts’ ledgers. 

• Conduct credit meetings at least once a month. 

• Attend Credit Managers meetings to keep up to date knowledge of credit risks. 

• Appropriately manage all delinquent accounts, liaising with debt collectors where needed. 

• Review and recommend accounts to be written off, providing appropriate documentation. 

GUEST LEDGER and LIAISON with FRONT OFFICE  

• Liaise between the Accounting Department and the Front Office 

• Ensure PX and PM accounts are checked on daily basis and transferred to city ledger within 48hrs from the departure date. 

• Review the Advance Deposit ledger to ensure all the balances are either current or for future date. 

• Inform the Front Office Manager of any deviations from policy by Assistant Managers, or Front Office Cashiers that may come to his/ her attention. 

• Ensure guest refunds are processed in a timely manner as per the hotel policy; with all supporting paperwork and required authorizations. 

GENERAL  

• Supervise daily operations of credit and accounts receivable. 

• Establish and maintain local credit policies and procedures regarding billing, collection, credit cards, inquiries, cheque cashing, etc. 

• Maintain a close working relationship and communicate with the Room Sales, Catering & Events, Food & Beverage and Front Office departments. 

• Ensure the hotel complies with corporate policy on Credit and Accounts Receivable. 

• To be responsible for preparation of the various monthly reports as required by Management. 

• To perform other duties as required by the Director of Finance or it’s designate. 

1.    Purchase needs and meet orders, gather information about the market, manage relationships with vendors, and ensure that purchases are made on time by placing orders with vendors.
2.    In line with the standards and procedures identified by the facility and the Head Office, carry out all purchases related to the facility in coordination with the Purchasing Department and monitor, plan and deliver them on time and according to budgetary discipline.
3.    Gather quotes from companies for all supplies that enter the facility.
4.    Decide on how the supplies will be purchased, in line with the policies identified by Cluster General Manager.
5.    Prepare lists of approved suppliers.
6.    Collect orders from the departments and ask for written quotes from companies. Submit the top three quotes that are compatible with the policy.
7.    Organise the drivers and vehicles for purchasing and administrative purposes.
8.    Control the invoices and waybills for goods purchased from other companies and organisations.
9.    Control whether the goods received from the companies comply with the required quality standards. Contact companies that have not delivered goods with the required quality standards and ensure that the proper quality goods are delivered.
10.    Ensure that employees in the Purchasing Department work in a coherent and systematic manner.
11.    Organise periodic department meetings.
12.    Identify the training needs of the department’s employees and offer in-house and external training opportunities.
13.    Motivate employees by creating an appropriate environment physically, socially and psychologically in the department.
14.    Attend training programmes for the management team.
15.    Maintain good relationships will all department managers.
16.    Ensure that all official documents are filed and maintained in an orderly manner.
17.    Establish good relationships with service and product providers.
18.    Keep track of the innovations in the industry and attend industry-specific trade fairs.
19.    Take part in the Food Safety Team and attend the MR meetings.
20.    To predict that all activities and to be purchased all equipment and belongings may create disease for the environment, to join all activities which is organized to protect biological diversity and shares the responsibilities, shares the individual responsibilities in order to increase environment knowledge and to carry on necessary trainings. To provide minimum consumption currently used all stuffs and equipment (paper, printed out etc.). 
21.    To implement his responsibilities in order to eliminate and collect waste in a proper way, reduce environmental pollution and harmful effects to the environment and lead to staffs.
22.    To provide carrying chemicals safely, carrying, storing and using in accordance with laws.
23.    Carry out all responsibilities related to the quality management and food safety management systems implemented at the facilities.
24.    Carry out all other duties assigned by managers and hotel management not specified in the job description.
 

What you will be doing:

• As an Assistant Front Office Manager, you will demonstrate the essence of creating an exceptional guest journey. You are committed to taking care of the guests from the moment they arrive through to their departure.
• Be responsible for the reception desk and concierge operations
• Ensure the accounts are correct and admin processes run smoothly.
• Lead and manage all aspects of the Rooms departments and ensure all service standards are followed with friendly and engaging service
• Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests
• Communicate directly with Sales, Accounting, Housekeeping and Reservation and provides them with all relevant/ needed information.
• Awareness of room status and also the competitors’ status.
• Optimises the occupancy rate and average room rate.
• Maximize rooms revenue through participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practice.

From events, to luxury partnerships, hotel awards and accolades, to exciting innovations – every day at Raffles & Fairmont Makati brings an engaging story to share with our guests and community. Be the voice of your hotel’s storied past and vibrant present as Public Relations Manager, where you will showcase your creativity, communication skills and pride as an ambassador for your unique destination 

• Develop communication strategies and execute public relations programs within the hotel\local\regional\national\international markets as appropriate 
• Advise on marketing and advertising copy for any departments and provide editing for brand consistency 
• Develop joint, regional and national promotional opportunities with other hotels 

• Develop and maintain all media lists and contact information 

• Maintain an annual budget and administer that budget in a fiscally responsible manner 

• Coordinates all special events and promotions inside and outside of the hotel that has to do with promotional campaigns

• Conceptualizes and presents potential brand partnerships with select stakeholders 

• Works with the Marketing & Communications team on digital ad campaigns as part of a larger Marcom campaign 

The primary function of the Outlet Manager is to administer the successful planning, organization and co-ordination of all Mireio floor activities including exceptional Mireio service execution, labor forecasting and control (scheduling), leading a management and service team of colleagues, with a focus on guest, colleague, owner and brand awareness. The Outlet Manager will assure the success of all Mireio events while maintaining high service standards. Adherence to established policies, standards and procedures are required at all times in order to achieve high levels of customer satisfaction, quality service, compliance with corporate policies and procedures and local regulations while meeting/exceeding financial goals.  The Outlet Manager will lead a management and service team of colleagues to a common goal for the guest, colleague, owner and brand awareness. 

• Ensure quality guest service at all times, ensure hotel standards are adhered to. 

• Ensure all hotel standards are adhered to as outlined in the employee handbook. 

• Hold monthly communication meetings, plus daily pre, mid and post briefings with leaders and staff. 

• Make decisions that are in the best interest of our constituents – colleagues, guests, owners, and brand. 

• Follow details as required on printed information, convention resumes, event contracts as required.  

• Set the highest standards specific to grooming and overall professionalism. 

• Ensure all situations are handled with our values in mind – Respect, Integrity, Teamwork and Empowerment. 

• Ensure all room set ups are accurate, timely and meet established standards. 

• Ensure maintenance of all equipment is maintained, through an ongoing deficiency program. 

• Meet clients for specific rooms and functions 

• To critically assess procedures, policies, and methods of operation and alter them where necessary 

• To ensure that all equipment, fixtures and furniture of the department are kept in good supply and in the best repair possible 

• Perform daily inspection of Mireio functions for readiness according to standards. 

• Responsible for all opening/closing procedures of shift, including Log Book, pre-meal shift, guest comment card process, and menu engineering. 

• Maintain fast, accurate service, positive guest relations, and ensure products are consistent with company quality standards. 

• Supervision of tabletop presentation for meal service. 

• Handle guest complaints in the most diplomatic manner. 

• Ensure food quality and 100% customer satisfaction. 

• Complete menu knowledge of all Mireio options 

• Monitor speed of service and exercise quality control for both food and beverage. 

• Schedule dining room personnel with forecasted business ensuring that staffing is adequate and yet within budgetary goals.  

• Create promotions and recommend price adjustments based on market trends, quarterly competitive analysis and product sales mix.

• Responsible for the Mireio department’s capital improvement expenditures  

• To ensure the financial success of the department by monitoring productivity, revenues and costs. To proactively implement appropriate procedures or programs wherever necessary. 

• To ensure all financial reporting is maintained and accurate (billing, payroll, etc.) 

• To participate in the budgeting process of the department by establishing clear and precise priorities for operational and renovation capital expenditures. 

• Profit & Loss management by following cash control/security procedures manages labor, review financial reports, and takes any appropriate actions. 

• Monitoring and controlling Micros system in appliance to guest checks and hotel reports  

• Develop and implement cost saving and profit enhancing measures 

• Understand both the restaurant’s and the hotel’s financial goals to achieve superior long-term financial returns to our shareholders 

The position develops an outstanding talent pool and serves as an ambassador for the extraordinary career opportunities and service culture of the hotel. The HR Manager showcases a strong interpersonal & networking skills and team-building strengths and builds a reputation for the brand to be the employer of choice. 

FOCUS ON TIMELY AND STRATEGIC RECRUITMENT SYSTEM 

• Develop strategies in pooling for talents 

• Expand the network in the industry to better source out talents 

• Continuously improve the recruitment process and implement recruitment innovations 

• Conduct assessment/interviews for talents and other related tasks for recruitment.  

• Assist Director of Talent & Culture for other key positions (Department Heads and Executives) as assigned

• Works with Division and Department and requisition and interview logistics

• Prepares Job Flash and Job Postings on different Job Boards

• Works with Manpower Agencies for the requisition of outsourced staff

• Prepares Job Offer, Employee Contract and Onboarding materials for New Hires

• Prepares Employee Action Form as documentation of all employee movement

The Assistant Outlet Manager will liaise between multiple food and beverage venues to ensure the success of every guest experience – and model exceptional service and leadership skills among your team.

Responsibilities:          

• Consistently offer professional, friendly and engaging service
• Lead the F&B Outlets team in all aspects of the department and ensure service standards are followed
• Handle guest concerns and react quickly and professionally
• To assist in recruiting and training all Outlet Colleagues
• Balance operational, administrative and Colleague needs
• Attend regularly scheduled departmental meetings
• Maximize revenues by communicating regularly with the Food and Beverage teams to implement agreed upon strategies, practices and promotions
• Have full knowledge of all Outlet menus
• Assist in managing the departmental budget
• Follow outlet policies, procedures and service standards
• Follow all safety and sanitation policies when handling food and beverage
• Other duties as assigned

As a Hygiene Manager, you will be in charge of maintaining and upgrading sanitation and hygiene standards to ensure that all food given to guests and staff is free of microbiological, chemical, and physical contamination and that all work environments meet mandated Hygiene and Sanitation levels.

• Propose and maintain minimum requirements in all workspaces, stores, receiving, and waste disposal areas to ensure that needed hygiene standards are adhered to at all times.
• Responsible for the effective and efficient maintenance of documents related to the Hotel's sanitation and hygiene efforts/program.
• Continually liaises with external agencies (labs, government agencies etc.) on sanitary matters
• To manage the segregation, storage and timely removal of all waste – recycles, hazardous and confidential waste streams
• Sensitize the team on all Accor hygiene standards
• Conducts regular inspection of food receiving, preparation, storage and service areas to identify and correct any food safety and hygiene issues  
• Carry out internal food safety audits, reports all findings and follow up actions to be taken to ensure closure of issues
• Continuously monitor, evaluate, and improve the policies and procedures of the food safety management system
• Ensures that all hygiene monitoring records are completed by the food handlers as required by the corporate standards
• Ensures that appropriate food sampling and swabbing are undertaken at the required frequency
• Conducts supplier audits, meetings and trainings on a regular basis in coordination with Purchasing, Cost Control, Culinary and F&B
• Liaise with all external food safety / HACCP auditors to ensure that all audit logistics and requirements are satisfied
• Liaise with the chemical services provider to ensure that safe chemical handling and breakage control, cleaning & sanitation procedures are effectively implemented 
• Liaise with the laboratory services provider to ensure that all mandatory food, water, ice, and swab testing are conducted as per agreed schedule

Assistant Front Office Manager
Inspiring and engaging. As an Assistant Front Office Manager, you will show your leadership and interpersonal strengths to maximize the Rooms Division Operations, and ensure an exceptional guest journey.

What you will be doing:

• Lead and manage all aspects of the Front Office department and ensure all service standards are followed with friendly and engaging service
• Coach and train front office employees
• Assist and perform all tasks of front desk operations
• Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests
• Maximize rooms revenue strategies and practices
• Flexible shifts may include mornings, evenings, weekends, and holidays

The position is responsible for handling all benefits pertaining to the Unit Owners of the Raffles Residences Makati. The OBM ensures proper liaising of Owner booking requests to the respective VIP Concierges of the different Raffles/Fairmont. The primary focus of this role is to ensure that all benefits are enjoyed by the Owners and residential operations exceed service standards in all unit owner and partner contact areas and will act as a strong liaison between Raffles and the Unit Owners. 

The Owner Benefits Manager also assists the Director of Residences and Owner Services Manager in overseeing residential operations at Raffles Residences. The role oversees operational areas such as the Condominium Corporation (CC) policy administration, residential common area soft services, engineering & maintenance, security & human resources.  

Primary Responsibilities  

ASSIST DIRECTOR OF RESIDENCES IN OVERSEEING RESIDENTIAL OPERATIONS AT THE RAFFLES RESIDENCES. THIS INCLUDES STRENGTHENING POSITIVE RELATIONS WITH THE UNIT OWNERS AND OTHER STAKEHOLDERS, MINIMIZE COMPLAINTS AND ATTEND TO THEIR NEEDS ON A TIMELY MANNER 

• Act as a Supervisor to the Concierge and Bell teams 

• Clearly demonstrate to owners and colleagues a commitment to service excellence through the effective implementation of high management standards at all times. 

• Maintain a consistent focus on improving the overall flow of residential operations, seeking ways to maximize and improve the operation through productivity management 

• Ensure that SOPs have been thoroughly understood and actioned by the Owner Services Team 

• Strengthen positive relations with the unit owners/ residents by taking action to attend their needs, follows through on their requests, inquiries, concerns and complaints in a timely manner (ensure technical and maintenance related issues are properly coordinated and addressed to owner's satisfaction) 

• Ensure complete visibility of Raffles Residence leaders and colleague relations with the owners under the rental program during their stay  

• Reinforce cocktail party for owners/ residents 

ENSURE TO INCREASE BRAND AWARENESS  

• Increase Reciprocal Use Program enrollments annually (applicable to owners under the Rental Program) 

• Ensure to touch base will all owners who enrolled in the Reciprocal Use Program and attend to their requests/needs on a timely manner 

• Ensure to get feedback from owners to gauge their interest in the program and to ensure repeat business as well as gain new businesses from other Unit Owners 

• Encourage all owners to book and stay at FRHI properties and other Accor hotels when travelling abroad to experience the exclusive privileges and benefits.

• Work closely and maintain good relationships with VIP Concierge to ensure preferential rates and other privileges are extended to the unit owners. 

PROVIDE ASSISTANCE TO THE DIRECTOR OF RESIDENCES TO ENSURE CONDOMINIUM CORPORATION’S ANNUAL BUDGET IS MAINTAINED AND ACHIEVED THROUGH 100% COLLECTION OF ASSESSMENT FEES, UTILITIES AND OTHER INCIDENTAL CHARGES 

• Work closely with the Director of Raffles Residences and finance department to ensure that monthly financial reporting is on time and accurate. 

• Assist in ensuring timely collection of assessments and all other charges and strict execution of penalties and interest due to late payment 

• Ensure operational expenses are aligned with the Condo Corp budget through power/ energy savings programs and productivity management such as proper monitoring of supplies requisition and proper forecasting of schedule depending on needs and occupancy  

• Encourage the team to take individual ownership of all the areas in order to avoid frequent repairs or maintenance and excessive power consumption 

• Consistently promotes hotel facilities and services so Unit Owners will avail of them 

STRENGTHEN RELATIONSHIPS WITH COLLEAGUES 

• Assist the Director of Residences/Owner Services Manager in facilitating daily briefings and monthly departmental meetings. 

• Assist in ensuring EES target score is achieved by the Department 

• Maintain an open door policy, frequently communicate, provides clear performance expectations and regular feedback 

• In consultation with the Director of Residences/Owner Services Manager, oversee the performance of the owner services team, common area housekeeping service and engineering department. This includes preparing and conducting the annual review for Raffles colleagues. 

• Lead by example, build trust and motivate colleagues to continuously deliver outstanding service and works together as a team 

• Ensure right tools are available for colleagues to perform their jobs effectively