Front Office Lead — Luxury Guest Experience

HSH Group / The Peninsula Hong Kong; Makati; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

The Peninsula Manila in Makati seeks a passionate Front Office Manager to lead guest-facing operations and deliver exceptional hospitality through proactive service recovery and operational excellence. You will mentor the front desk team and ensure seamless service across all contact points.

You will maintain a visible lobby presence, coordinate with departments to safeguard guest and staff safety, and drive VIP guest satisfaction in a luxury setting.

Qualifications

• 3-5 years of Front Office experience, preferably in a luxury hotel.
• Must be legally authorized to work in the Philippines.
• Strong knowledge of Front Office operations, including Front Desk, Concierge, Guest Services, and Reception.
• Proficient in Shiji, MS Office, and night audit-related processes.
• Excellent communication, guest engagement, and decision‑making skills, and ability to thrive under pressure and work flexible shifts.

Responsibilities

• Lead and oversee Front Office operations to deliver seamless and exceptional guest experiences.
• Foster strong guest relations through personalized service, engagement, and effective service recovery.
• Manage and resolve guest concerns, incidents, and operational issues in a timely manner.
• Ensure guest and employee safety by coordinating emergency response procedures with relevant departments.
• Maintain a visible presence in the lobby, welcome VIP guests, and support Front Office operations as needed.

Skills

Front Office Leadership

Guest Relations

Operations Management

Decision Making

Shift Flexibility

Tools

Shiji

MS Office

Night Audit

Job description

The Peninsula Manila in Makati seeks a passionate Front Office Manager to lead guest-facing operations and deliver exceptional hospitality through proactive service recovery and operational excellence. You will mentor the front desk team and ensure seamless service across all contact points.

You will maintain a visible lobby presence, coordinate with departments to safeguard guest and staff safety, and drive VIP guest satisfaction in a luxury setting.