Front Office Supervisor: Guest Experience & Ops Lead

Kimpton; Philippines; On-site; PHP 900,000 - 1,350,000; Full time

Job summary

Kimpton in the Philippines is seeking an Assistant Front Office Manager to support daily Front Office operations and ensure a warm, seamless guest experience. You will lead Front Office colleagues, coordinate with other departments, and actively resolve guest concerns while maintaining high service standards.

You will experience a fast-paced environment, supervise shifts, monitor arrivals and VIPs, and drive service recovery with a focus on team development and operational efficiency.

Qualifications

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field preferred.
• 3–5 years of Front Office experience in a hotel, supervisory experience preferred.
• Strong knowledge of Front Office operations, guest relations, and service recovery.
• Experience with a hotel PMS; familiarity with IHG systems is advantageous.

Responsibilities

• Support the Front Office Manager in managing daily Front Office operations and ensuring smooth and efficient service.
• Lead, coach, and motivate Front Office colleagues to deliver excellent guest experiences.
• Monitor arrivals, departures, room status, occupancy, VIPs, groups, and special guest requirements.
• Ensure members of the IHG One Rewards program and other priority guests receive recognition and benefits.
• Handle guest feedback, concerns, and complaints professionally and provide service recovery.
• Conduct shift briefings and communicate important operational information to the team.
• Coordinate with Housekeeping, Reservations, Engineering, Security, F&B, and other departments for seamless operations.
• Monitor Front Office procedures, cash handling, billing, credit, and other controls.
• Support training, performance development, scheduling, and daily deployment of staff.
• Assist in monitoring guest satisfaction results and identify opportunities to improve the guest experience.
• Ensure Front Office areas are well presented with professional grooming and service standards.
• Assist with emergencies, incidents, and reporting requirements.
• Support the Front Office Manager with departmental reports and operational planning.

Skills

Front Office leadership

Guest relations

Communication skills

Team coaching

Operational decision making

Organization & multitasking

Conflict resolution

Shift supervision

Guest recovery

Education

Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or related field

Tools

PMS systems

IHG systems

Job description

Kimpton in the Philippines is seeking an Assistant Front Office Manager to support daily Front Office operations and ensure a warm, seamless guest experience. You will lead Front Office colleagues, coordinate with other departments, and actively resolve guest concerns while maintaining high service standards.

You will experience a fast-paced environment, supervise shifts, monitor arrivals and VIPs, and drive service recovery with a focus on team development and operational efficiency.