Front Desk & Guest Experience Leader

Mactan Seascapes Services Inc.; Lapu-Lapu; On-site; PHP 300,000 - 600,000; Full time

Job summary

CRIMSON RESORT & SPA MACTAN is seeking a Front Office professional to assist in managing front desk operations under the Front Office Manager, ensuring guest satisfaction through personalized service and contributing to optimizing room sales.

Responsibilities include communicating policies, maintaining rate structures, monitoring occupancy and ATR, and ensuring staff awareness of current rates. The role emphasizes proactive guest service and revenue optimization.

Responsibilities

• Summarizes department/section performance.
• Highlights achievements, problems, challenges
• Participates in discussions.
• Conveys important Hotel/Division/section information
• Emphasizes current policies, new products/services.
• Reinforces standards.
• Feeds back customer comments.
• Highlights achievements, problems, challenges
• Regularly walks around the lobby to establish rapport with guests.
• Enhances customer service quality to differentiate us from our competitors.
• Acts on guest concerns immediately.
• Encourages front liners to be proactive when it comes to customer needs.
• Meets VIP arrivals.
• Ensures the attainment of occupancy, ATR and revenue targets so as to achieve maximum room yield.
• Determines and supervises rate structure for daily pick up guests to maintain forecasted average rate.
• Ensures all staff are aware of the current rate structure.
• Ensures that all Airport Representatives are aware daily on the availability of rooms.
• increase in certain segments; implements agreed strategies. Prepares rationale for strategies and submits to the Front Office Manager for approval.
• Projects expenses for the next 3 months.
• Practices good expense management and implements the same in the department.
• Maintains statistics.
• Makes cost projections based on inflation rate, spending power of customers and supplier costs
• Maintains file of equipment needed and obtains quotations for submission to Front Office Manager as per hotel budget process.

Job description

CRIMSON RESORT & SPA MACTAN is seeking a Front Office professional to assist in managing front desk operations under the Front Office Manager, ensuring guest satisfaction through personalized service and contributing to optimizing room sales.

Responsibilities include communicating policies, maintaining rate structures, monitoring occupancy and ATR, and ensuring staff awareness of current rates. The role emphasizes proactive guest service and revenue optimization.