Front Office Supervisor

Andorra El Nido Leisure Corp; El Nido; On-site; PHP 240,000 - 360,000; Full time

Job summary

Andorra El Nido Leisure Corp in El Nido, Palawan is seeking a Front Office Supervisor to lead the front desk team and ensure exceptional guest service. This full-time role involves overseeing guest services, staff management, and day-to-day operations during your shift to maintain high standards of hospitality.

We require 3–5 years in front office or guest services with supervisory experience, strong PMS knowledge, and excellent English communication.

Qualifications

• Minimum 3–5 years in front office operations or guest services.
• Previous supervisory experience in a hotel or resort.
• Strong knowledge of PMS and reservations software.
• Excellent communication and interpersonal skills.
• Customer service oriented with a passion for guest experiences.
• Proficiency in English; additional language skills are advantageous.
• Leadership abilities to motivate and develop staff.
• Willingness to work varied shifts, including evenings and holidays.
• Hospitality management or customer service certification preferred.

Responsibilities

• Supervise and coordinate front office staff to ensure courteous service.
• Manage guest check-ins and check-outs, resolving issues with professionalism.
• Monitor front office operations, including telephone systems and guest communications.
• Handle guest complaints promptly and implement effective solutions.
• Maintain accurate guest records and reservation systems.
• Coordinate with housekeeping and maintenance to address guest needs.
• Prepare and review daily occupancy, revenue figures, and notes.
• Train and mentor front office staff on standards and procedures.
• Manage petty cash and process guest payments in line with procedures.
• Assist in developing and implementing front office policies.

Skills

Front office management

Supervisory leadership

PMS knowledge

English proficiency

Customer service orientation

Team leadership

Shift flexibility

Education

Hospitality management certification (preferred)

Tools

PMS software

Job description

About the role

Andorra El Nido Leisure Corp is seeking a Front Office Supervisor to join our hospitality team in El Nido, Palawan. This is a full-time position that plays a crucial role in delivering exceptional guest experiences and managing the day-to-day operations of our front office department. As Front Office Supervisor, you will be responsible for overseeing guest services, staff management, and operational excellence during your shift. This role is essential to maintaining the high standards of service that define our leisure resort and ensuring every guest leaves with outstanding memories of their stay.

Key responsibilities

1. Supervise and coordinate front office staff, including receptionists and guest services associates, ensuring efficient and courteous service delivery
2. Manage guest check-ins and check-outs, resolving any issues or special requests with professionalism and discretion
3. Monitor and maintain front office operations, including telephone systems, key cards, and guest communication channels
4. Handle guest complaints and concerns promptly, implementing appropriate solutions to ensure satisfaction and loyalty
5. Maintain accurate guest records and reservation systems, ensuring all information is current and correctly documented
6. Coordinate with housekeeping, maintenance, and other departments to address guest needs and ensure seamless operations
7. Prepare and review daily reports, including occupancy rates, revenue figures, and operational notes
8. Train and mentor front office staff on service standards, procedures, and company policies
9. Manage petty cash and process guest payments, ensuring accuracy and compliance with financial procedures
10. Assist in developing and implementing front office policies and procedures to enhance operational efficiency

What we're looking for

1. Minimum 3-5 years of experience in front office operations or guest services within the hospitality industry
2. Previous supervisory or team leadership experience in a hotel or resort environment
3. Strong knowledge of hotel management systems (PMS) and reservations software
4. Excellent communication and interpersonal skills, with the ability to remain calm and professional in challenging situations
5. Outstanding customer service orientation with a genuine passion for delivering memorable guest experiences
6. Proficiency in English; additional language skills are advantageous
7. Strong organizational and multitasking abilities, capable of managing multiple guest requests simultaneously
8. Attention to detail and accuracy in maintaining records and processing transactions
9. Leadership capabilities with the ability to motivate and develop team members
10. Flexibility to work various shifts, including evenings, weekends, and public holidays as required
11. Certification in hospitality management or customer service is preferred.