Duty Manager: Front Office & Guest Experience Lead

The Hongkong and Shanghai Hotels; Makati; On-site; PHP 80,000 - 120,000; Full time

Job summary

The Peninsula Manila is seeking an experienced Front Office leader to oversee day-to-day operations of the Front Office department and supervise hotel operations across guest services, safety, and security. The ideal candidate is a highly personable, proactive thinker with strong guest interaction skills and a track record in five-star settings.

Responsibilities include managing arrivals and departures, VIP groups, and cross-department collaboration.

Qualifications

• With experience in a five-star hospitality establishment, preferably in the same role or similar capacity (Front Office or Guest Relations)
• Quick thinker, quick on his/her feet, logical and maintains composure under pressure
• Willing to work long hours/holidays/special occasions with flexible schedule
• Highly personable, loves guest interaction and guest-centric service

Responsibilities

• Establish and manage the Front Office department’s day-to-day operations including arrivals, departures, groups and VIPs
• Analyze and summarize reports and communicate strategy or actions to Front Office leadership
• Demonstrate excellent customer service in handling guest requirements, ensuring professional and efficient service
• Communicate guest requirements and follow up to ensure efficient execution; implement guest recognition programs
• Respond quickly to resolve conflicts or emergencies and troubleshoot as needed
• Lead employees by being a role model, providing guidance, counseling and motivation

Skills

Front Office management

Guest interaction

Customer service

Leadership

Problem solving

Job description

The Peninsula Manila is seeking an experienced Front Office leader to oversee day-to-day operations of the Front Office department and supervise hotel operations across guest services, safety, and security. The ideal candidate is a highly personable, proactive thinker with strong guest interaction skills and a track record in five-star settings.

Responsibilities include managing arrivals and departures, VIP groups, and cross-department collaboration.