Front Office Manager

HSH Group / The Peninsula Hong Kong; Philippines; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

The Peninsula Manila in Makati is seeking a Front Office Manager to lead Front Office operations and deliver exceptional guest experiences through warm hospitality and effective service recovery.

You will manage guest relations, oversee Front Desk, Concierge, Guest Services and Reception, and ensure operational excellence with a focus on guest safety and staff coordination. Flexible shifts are required in this role.

Qualifications

• 3-5 years of Front Office experience in luxury hotels.
• Must be legally authorized to work in the Philippines.
• Strong knowledge of Front Office operations: Front Desk, Concierge, Guest Services, and Reception.
• Proficiency in Shiji, MS Office, and night audit-related processes.
• Excellent communication and ability to work under pressure with 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

Duty Manager

Guest relations

Communication

Night audit

Tools

Shiji

MS Office

Night audit software

Job description

We are looking for a passionate, personable, and service-focused Front Office Manager to lead Front Office operations and deliver exceptional guest experiences through warm hospitality, effective service recovery, and operational excellence.

Key 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.

Requirements

• 3-5 years of Front Office experience, preferably in a luxury hotel environment; Duty Manager experience is an advantage.
• 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.

The Peninsula Manila

Located in Makati City's bustling business district, The Peninsula Manila has epitomised luxury and sophistication in the Philippines for over 40 years. Known as the 'Jewel in the Capital’s Crown,' it offers elegant rooms, renowned Filipino hospitality, and a stunning lobby. The hotel features award-winning dining, a top-rated bar, a fitness center, and a retail arcade. Recognised as "The Best Business Hotel in Manila" by readers of Business Traveller Asia-Pacific, “The Best Premium Hotel in the Philippines” by Trip.com. It also holds a spot in the Michelin Guide 2024.