Guest Relations Supervisor

Niccolo Hotels; Manila; On-site; PHP 390,600 - 725,400; Full time

Job summary

Marco Polo Ortigas Manila is seeking a Guest Relations Supervisor to oversee front office operations and ensure exceptional guest experiences. You will supervise Guest Relations Agents, provide training, and uphold service standards while addressing guest concerns professionally.

The ideal candidate has a Bachelor’s degree in Hospitality Management or related field, 3–5 years in front office or guest relations in luxury hotels, with 1–2 years in supervision and strong leadership skills.

Qualifications

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field.
• 3–5 years of front office or guest relations experience in a luxury or 5-star hotel.
• 1–2 years in a supervisory role.
• Excellent interpersonal and communication skills; additional languages are an advantage.
• Proficiency in hotel management systems and Microsoft Office.

Responsibilities

• Deliver exceptional, personalized guest service by welcoming guests and building relationships.
• Oversee daily front office operations and maintain service standards from pre-arrival to departure.
• Supervise, coach, and guide staff to ensure policy compliance and service improvements.
• Foster a positive team environment through effective communication and regular meetings.
• Monitor arrivals/departures, room readiness, safety, sanitation, and security.

Skills

Interpersonal skills

Multilingual advantage

Leadership

Education

Bachelor’s degree in Hospitality Management or related field

Tools

Hotel management systems

Microsoft Office

Job description

Bring your skills and experience to roles that can make an impact to our guests and colleagues. Join us.

Responsibility

Guest Relations Supervisor is responsible for overseeing front desk operations to ensure efficient service delivery and exceptional guest experiences. Supervises and supports Guest Relations Agents by providing guidance, training, and performance oversight. Ensures adherence to service standards, handles guest concerns promptly, and maintains a welcoming and professional front office environment.

• Deliver exceptional, personalized guest service by warmly welcoming guests (especially VIPs) and building strong relationships to enhance satisfaction and loyalty.
• Oversee daily front office operations, ensuring service standards are consistently maintained from pre‑arrival to departure.
• Supervise, coach, and guide staff to ensure compliance with hotel policies, while identifying training needs and areas for service improvement.
• Foster a positive team environment through effective communication, regular meetings, and collaboration to improve overall service performance.
• Ensure operational excellence by monitoring guest arrivals/departures, room readiness, and maintaining safety, sanitation, and security standards.

Qualifications

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum of 3–5 years of experience in front office or guest relations in a luxury or 5‑star hotel environment, with at least 1–2 years in a supervisory role.
• Exceptional interpersonal and communication skills with the ability to engage and build relationships with VIP and high‑profile guests; additional languages are an advantage.
• Strong leadership and team management skills, with proven ability to train, coach, and motivate staff to deliver outstanding service.
• Proficiency in hotel management systems and Microsoft Office applications.
• Excellent problem‑solving and conflict resolution skills, with the ability to handle guest concerns professionally and efficiently.
• Ability to work flexible hours, including weekends, holidays, and shifts.

Marco Polo Ortigas Manila is an equal opportunity employer committed to diversity and inclusion in the workplace. We strongly discourage discrimination and harassment of any manner with regards to race, color, sex, religion, national origin, sexual orientation, genetic information, disability, pregnancy, or any other protected characteristic as outlined by our local laws.

Equal opportunities are extended to all candidates and the information provided will be used for the consideration of your application. All personal data collected will be for recruitment purposes only.

Interested candidates may send their applications to [e-mail]