Front Office Supervisor

Filinvest Hospitality Corporation; Lapu-Lapu; On-site; PHP 446,000 - 725,000; Full time

Job summary

Filinvest Hospitality Corporation’s Crimson Resort and Spa Mactan in Lapu-Lapu City, Cebu invites applications for a Front Office Supervisor. The role focuses on leading the Front Office team to deliver exceptional guest service and smooth check-in/out experiences.

The ideal candidate has at least 2 years of Front Office experience, strong leadership, and a commitment to service excellence to support guest satisfaction and hotel operations at this prestigious resort.

Qualifications

• Experience: Minimum of 2 years of experience in Front Office.

Responsibilities

• Establishes and communicates customer service objectives for front desk teams.
• Monitors customer service levels and responds to guest requests.
• Conducts performance appraisals and coaching sessions for Front Desk staff.
• Prepares shift rosters and manages attendance.
• Ensures smooth front desk transactions and VIP/ group check-ins.

Job description

Filinvest Hospitality Property: Crimson Resort and Spa Mactan (Lapu-Lapu City, Cebu)

Experience: Minimum of 2 years of experience in Front Office.

Create exceptional experiences with Filinvest Hospitality. We are hiring a Front Office Supervisor with the following expertise:

MEETS AND EXCEEDS CUSTOMERS AND TEAM MEMBERS’ EXPECTATIONS

• Establishes and communicates customer service objectives which support achievements of Quest Plus Conference Center Clark's Mission and Vision.


• Monitors customer service levels and employs employees with alternative methods of responding to customer requests.


• Responds to customer requests.


• Determines customer delight level and needs by reviewing comment cards and talking to customers regularly.


• Provides staff with the skills training to be able to provide value-added service to customers.


• Develops and implements strategies to achieve Employee Satisfaction Index goals.


• Creates a positive work environment for all employees.


• Develops employees to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining developmental needs, and allowing these needs to be met.


• Orients and trains qualified employees.


• Conducts effective employee meetings and counseling sessions.


• Determines, communicates, and monitors achievement of standards of performance on a timely basis.

MONITORS THE LEVEL OF CUSTOMER SATISFACTION

• Analyses customer feedback on quality and efficiency of the Front Desk.

LEADS THE TEAM

• Upfront, hands-on, visible leadership.

MOTIVATES EMPLOYEES

• Provides positive feedback and reinforcement.


• Seeks out employees’ concerns and offers assistance.

COACHES, COUNSELS, DISCIPLINES EMPLOYEES

• Logs specific incidents.


• Sets time aside to offer advice.


• Implements consistently and fairly Resort discipline practices.

DETERMINES PRIORITIES, SETS GOALS, AND FOLLOW-UPS

• Prepares monthly action plan.

MONITORS AND CONTROLS ATTENDANCE, SHIFT ROSTERS

• Prepares shift rosters.


• Maintains absence statistics and does follow-up actions.

CONDUCTS PERFORMANCE APPRAISALS

• Completes appraisal forms for all staff.


• Analyzes training needs and schedules training.


• Conducts probation period reviews.

IDENTIFIES AND ANALYZES PROBLEMS AND DEVELOPS SOLUTIONS

• Records critical incidents.


• Shares problems with the team and discusses solutions.

ORIENTATION AND INDUCTION OF NEW EMPLOYEES

• Conducts on-the-job skills training.

CONDUCTS TECHNICAL JOB KNOWLEDGE TRAINING

• Utilizes Task Breakdowns; assists Department Trainer in preparation of Task Breakdowns.


• Ensures that staff demonstrates technical skills; conducts technical training on a regular basis.


• Updates staff on a regular basis.

ATTENDS MEETINGS AS REQUIRED

• Summarizes section performance.


• Highlights achievements, problems, and challenges.


• Participates in discussions.


• Feeds back customer comments.

PROVIDES FEEDBACK TO MANAGEMENT

• Highlights achievements, problems, and challenges.

ROOM ALLOCATIONS

• Verifies and updates the following:


• Information endorsed between shifts


• Correspondence related to the current shift at the Front Desk


• Expected VIP or Group arrivals


• The day's events at the Resort


• Ensures that all reservations are checked, appropriate blockings are done, and bookings or blocking are updated.


• Ensures that the correct room status is promptly provided when requested.

CREDIT MANAGEMENT

• Advises the Finance Department of any potential credit risks and other related guest problems.


• Settles pending bills by contacting the concerned guest, Travel Agent, or company.

FACILITATES AND ENSURES A SUFFICIENTLY MANNED AND SUPPLIED FRONT DESK COUNTER AT ALL TIMES

• Maintains an active presence at the Front Desk to directly supervise the Service Associates attending to guests.


• Ensures availability of Front Desk supplies at all times.

ENSURES THAT TRANSACTIONS AT THE FRONT DESK ARE DONE SMOOTHLY AND EFFICIENTLY

• Ensures strict key control procedures are adhered to.


• Double-checks guest folios for completeness and accuracy.


• Confirms the number of “due-out” guests and scheduled late departures.


• Coordinates with Guest Relations regarding in-room check-in of guests.


• Transacts foreign exchange and paid-out requests at the Front Desk.


• Coordinates with the Concierge whenever necessary.


• Ensures that entries in every registration are properly encoded in the computer system.


• Double-checks group accounts daily for accuracy and ensures that these are always up-to-date.


• Ensures the ability of Front Desk staff to implement a manual back-up system for Front Desk functions in case of computer breakdown. Administers the usage of safety deposit boxes.


• Maintains an operations logbook.

ENSURES SAFE WORKING PRACTICES

• Implements safety standards and conducts training.


• Communicates standards to staff.

MONITORS CLEANLINESS AND HYGIENE STANDARDS

• Conducts regular inspections of all areas within the department.


• Constantly monitors cleanliness standards in the area.

MONITORS GROOMING AND APPEARANCE STANDARDS OF EMPLOYEES

• Sets standards and communicates to staff.

GUESTROOM ACCESS CONTROL

• Ensures strict adherence to the key control procedures of the Vanguards System.

GENERAL RESPONSIBILITIES

• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.


• Performs all duties and responsibilities in a timely and efficient manner in accordance with established policies and procedures to achieve the overall objectives of this position.


• Prepares reports as necessary to develop a more informative database for improved Management decision-making and critical evaluation of work activities.


• Maintains a favorable working relationship with all other Resort employees to foster and promote a cooperative and harmonious working climate.


• At all times, projects a favorable image of Quest Plus Conference Center Clark to the public.


• Practices and role-models the Guiding Principles and Core Values of Timberland Resort and ensures that employees practice the same.


• Performs any other duties and tasks that may be assigned by immediate superiors from time to time.