Guest Services Supervisor

Rayomar Management, Inc.; Busuanga; On-site; PHP 420,000 - 600,000; Full time

Job summary

Marina Del Sol Resort and Yacht Club in Palawan is seeking a Reservations and Front Office Supervisor to oversee guest experiences from inquiry to departure, ensuring service standards and accurate records.

You will handle reservations through phone, email, website and OTAs, supervise Guest Services Associates, coordinate with experience guides, manage guest billing, and report movements and forecasts to management.

Qualifications

• Bachelor’s degree or higher in Business Management, Hospitality, or Tourism.
• Minimum 3 years supervisory experience in a resort/front office.
• Knowledge of travel industry standards and OTAs.

Responsibilities

• Reservations: Handle guest inquiries and bookings through phone, email, website, social media, and OTAs; manage reservations and ensure accurate records in the hotel management system.
• Front Office: Oversee check-in/check-out, guest billing and payments, daily guest movement reports, forecasts, and resolution of guest concerns.
• Customer Service: Ensure guest information is properly recorded, monitor feedback, address serious complaints, and communicate feedback to the team and management.
• Guest Experiences: Promote and sell resort activities/tours, coordinate with experience guides, and manage third-party suppliers for transportation and tours.
• Supervision: Train and supervise Guest Services Associates and, under the GM’s guidance, oversee Experience Guides and their daily assignments.
• Administration: Prepare staff schedules, monitor office supplies and department funds, maintain logbooks, and monitor received purchases.
• Reporting: Regularly report guest movements, forecasts, sales, feedback, and operational concerns to management.

Skills

Customer service

Communication

Organized

OTAs knowledge

Education

College degree in Business Management or Hospitality/Tourism

Job description

MARINA DEL SOL RESORT AND YACHT CLUB (MDS) is a member of Rayomar Management Inc.'s group of companies. Rayomar, one of the country’s progressive investment and management entity since 1980 , has operation and ownership of several companies involved in shipping, crewing, logistics, freight forwarding and international trading.

MDS was established in 2019 to develop real properties for the promotion and development of aqua-marine sports and services, under water diving and services, pleasure, recreation and other social, cultural and educational activities and in relation therewith to establish, operate and/or manage hotels, yacht club facilities, inns and/or lodging houses.

JOB DESCRIPTION:

Responsible for overseeing the resort’s reservations, front office operations, customer service, and guest experiences. Ensures smooth guest handling throughout the entire guest cycle while maintaining service standards, accurate records, and supporting revenue and guest satisfaction targets.

• Reservations: Handle guest inquiries and bookings through phone, email, website, social media, and OTAs; manage reservations and ensure accurate records in the hotel management system.

• Front Office: Oversee check-in/check-out, guest billing and payments, daily guest movement reports, forecasts, and resolution of guest concerns.

• Customer Service: Ensure guest information is properly recorded, monitor feedback, address serious complaints, and communicate feedback to the team and management.

• Guest Experiences: Promote and sell resort activities/tours, coordinate with experience guides, and manage third-party suppliers for transportation and tours.

• Supervision: Train and supervise Guest Services Associates and, under the GM’s guidance, oversee Experience Guides and their daily assignments.

• Administration: Prepare staff schedules, monitor office supplies and department funds, maintain logbooks, and monitor received purchases.

• Reporting: Regularly report guest movements, forecasts, sales, feedback, and operational concerns to management.

QUALIFICATIONS:

• Education: College degree in Business Management, Hospitality/Tourism Management, or a related field.

• Experience: At least 3 years of supervisory experience in a resort or hospitality front office.

• Skills & Competencies:

  • Strong customer service and guest-oriented mindset

  • Organized and detail-oriented

  • Professional, courteous, and excellent in communication

  • Knowledge of travel industry standards and online booking platforms/OTAs