Guest Relations Supervisor

Marco Polo Ortigas Manila; Pasig; Presencial; PHP 446.000 - 614.000; Jornada completa

Descripción de la vacante

Marco Polo Ortigas Manila is seeking a Guest Relations Supervisor to oversee front desk operations and ensure exceptional guest experiences. You will guide Guest Relations Agents, provide training, and maintain high service standards for VIPs and regular guests.

The role emphasizes staff development, effective communication, and a welcoming, professional front office environment. Flexibility for weekends and holidays is required.

Formación

• Bachelor's degree in related field required.
• 3-5 years in front office/guest relations in luxury or 5-star hotel.
• 1-2 years in a supervisory role.
• Excellent interpersonal and communication skills; additional languages a plus.
• Strong leadership and ability to train and motivate staff.

Responsabilidades

• Deliver exceptional, personalized guest service and build VIP relationships.
• Oversee daily front office operations from pre-arrival to departure.
• Supervise, coach, and guide staff to ensure policy compliance.
• Foster a positive team environment through meetings and collaboration.
• Ensure safety, sanitation, and security standards are maintained.

Conocimientos

VIP guest handling

Staff training

Communication

Leadership

Front office systems

Microsoft Office

Educación

Bachelor's degree in Hospitality Management / Tourism / Business Administration

Herramientas

Hotel management systems

Microsoft Office

Descripción del empleo

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.

Key Responsibilities

• 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