Front Office Supervisor

ADMIRAL HOSPITALITY MANAGEMENT, INC.; Naga; On-site; PHP 300,000 - 600,000; Full time

Job summary

Admiral Hospitality Management, Inc. in Naga, Philippines, seeks a proactive Front Office Manager to lead the desk team, manage guest relations, and ensure seamless check-in/check-out.

The role focuses on service excellence, staff development, and operational efficiency in a busy hotel environment. You will oversee reservations, cashiering, and daily reporting, coordinating with housekeeping and maintenance to guarantee room availability and high guest satisfaction.

Responsibilities

• Lead, train, and mentor front office associates to maintain excellent customer service.
• Monitor staff performance, provide feedback, and assist in scheduling shifts.
• Ensure compliance with hotel policies, procedures, and service standards.
• Address performance issues and recommend improvements or disciplinary actions.
• Decide during high occupancy periods regarding walk-in guests and releasing rooms.
• Handle complex guest inquiries, complaints, and special requests promptly.
• Ensure smooth check-in and check-out processes, minimizing wait times.
• Oversee cashiering functions, payments, refunds, and financial transactions.
• Maintain accurate records, reports, and shift logs for handovers.
• Coordinate with housekeeping and maintenance to ensure room availability.
• Communicate policy updates, promotions, and events to guests and staff.
• Assist Front Office Manager in preparing occupancy, revenue, and performance reports.
• Monitor and maintain front desk equipment, ensuring smooth operations.
• Implement and enforce safety, security, and emergency procedures.

Job description

Job Duties & Responsibilities

• Lead, train, and mentor front office associates to maintain excellent customer service.
• Monitor staff performance, provide feedback, and assist in scheduling shifts.
• Ensure compliance with hotel policies, procedures, and service standards.
• Address performance issues and recommend improvements or disciplinary actions when necessary. Decides during the high occupancy periods, regarding: walk-in guests and release room blocked because of no-shows.
• Handle complex guest inquiries, complaints, and special requests promptly and professionally.
• Ensure smooth check-in and check-out processes, minimizing wait times.
• Assist in managing guest relations, ensuring high satisfaction and resolving concerns.
• Supervise room reservations, ensuring accuracy in bookings and billing.
• Oversee cashiering functions, payments, refunds, and financial transactions.
• Maintain accurate records, reports, and shift logs for seamless handovers.
• Coordinate with housekeeping and maintenance to ensure room availability and guest satisfaction.
• Ensure proper handling of lost and found items, guest messages, and mail.
• Communicate updates on hotel policies, promotions, and events to guests and staff.
• Assist the Front Office Manager in preparing reports on occupancy, revenue, and performance metrics.
• Monitor and maintain front desk equipment, ensuring smooth operations.
• Implement and enforce safety, security, and emergency procedures.