Hotel Front Office Team Leader

Primer Group of Companies; Silang; On-site; PHP 268,000 - 357,000; Full time

Job summary

Primer Group of Companies seeks a Front Office Supervisor to oversee daily Front Office operations, ensuring efficient, guest-centered service and adherence to hotel protocols.

The role coordinates with the Operations Supervisor and teams across Housekeeping, Gardeners, and Pool Attendants to maintain smooth hotel operations and uphold service standards in Cavite, Philippines. Supervisory experience is preferred; flexibility to work shifts is required.

Qualifications

• Bachelor’s degree in Hospitality, Business Administration, or related field (preferred).
• At least 2 years of experience in Front Office or hotel operations, with supervisory experience an advantage.
• Strong leadership, communication, and problem-solving skills.
• Ability to coordinate effectively with multiple departments and handle operational demands.
• Proficient in hotel management systems and MS Office applications.
• Willing to work on shifts, weekends, and holidays as needed.

Responsibilities

• Lead and supervise Front Office staff to ensure guest service and adherence to hotel protocols.
• Oversee check-in and check-out processes, guest inquiries, reservations, and complaints.
• Ensure accurate handling of payments, room assignments, and guest records.
• Monitor lobby operations and maintain a clean, welcoming environment.
• Train and guide new Front Office Associates on procedures and service standards.
• Ensure compliance with emergency procedures and conduct periodic briefings with staff.
• Monitor guest feedback and address service gaps proactively.
• Oversee inventory of front office supplies and cash handling.

Skills

Leadership

Communication

Problem-solving

Team coordination

MS Office

Education

Bachelor's degree in Hospitality/Business Admin

Tools

Hotel PMS

Job description

The Front Office Supervisor is responsible for overseeing the daily Front Office operations to ensure efficient, professional, and guest-centered service. The role also provides support to the Operations Supervisor by coordinating with other operational units such as Housekeeping, Gardeners, and Pool Attendants to maintain smooth hotel operations and uphold service standards. The Operations Team Leader additionally provides support on OTA (Online Travel Agency) coordination and digital-related tasks to help optimize sales performance.

Duties & Responsibilities:

Front Office Management

• Lead and supervise Front Office staff to ensure excellent guest service and adherence to hotel protocols.

• Oversee check-in and check-out processes, guest inquiries, reservations, and complaints.

• Ensure accurate handling of payments, room assignments, and guest records.

• Monitor lobby operations and maintain a clean, orderly, and welcoming environment.

• Train and guide new Front Office Associates on procedures and service standards.

• Ensure compliance with emergency procedures and conduct periodic briefings with staff.

• Monitor guest feedback from surveys and review platforms; address service gaps proactively.

• Oversee inventory of front office supplies (forms, keys/cards, POS materials).

• Ensure proper cash handling, cashiering accuracy, and end-of-day reconciliation.

• Conduct regular performance evaluations and coaching for Front Office staff.

Operational Coordination

• Assist the Operations Supervisor in daily coordination with Housekeeping, Gardeners, and Pool Attendants.

• Ensure timely room turnovers and cleanliness standards by working closely with Housekeeping.

• Coordinate with Gardeners and Pool Attendants to maintain property cleanliness, landscaping quality, and pool safety.

• Facilitate smooth communication among departments to address guest needs and operational concerns.

• Conduct regular property walkthroughs to identify maintenance concerns and coordinate action with Engineering/maintenance personnel.

• Monitor safety and security compliance in public areas and rooms, escalating issues as necessary.

• Support implementation of operational cost-control measures (utilities, supplies).

Reservations Functions

• Coordinate with the team to create and manage OTA promotions.

• Ensure room availability, rates, and special offers are updated accurately in OTA portals.

• Respond to reservation inquiries, confirm bookings, and process payments, amendments or cancellations, outside working hours of the Reservations team.

• Ensure accuracy of booking details in the Property Management System (PMS).

• Coordinate special requests from guests with relevant departments.

Administrative Duties

• Assist in preparing daily operational reports and updates.

• Help monitor staff schedules, attendance, and shift coverage to ensure adequate manpower.

• Support the implementation of hotel policies, SOPs, and service improvement initiatives.

• Assist in maintaining updated SOPs for all operational departments.

• Oversee incident reporting and ensure logs are properly filed and communicated.

Guest Relations

• Act as a point of escalation for guest concerns, ensuring resolutions are prompt and satisfactory.

• Promote a positive guest experience by maintaining professionalism and responsiveness.

• Oversee VIP arrivals and ensure personalized service arrangements.

Support to Sales & Marketing

• Provide operational support during events, promotions, and functions organized by the Sales & Marketing team.

• Coordinate manpower, logistics, and venue preparations as required.

• Assist in ensuring that event areas are organized, staffed, and aligned with brand standards.

Ad Hoc Responsibilities

• Perform other tasks that may be assigned from time to time to support overall operations and organizational needs.

• Assist in emergency response situations and be part of the property’s crisis management support team.

• Represent the Operations department in interdepartmental meetings when required.

Qualifications:

• Bachelor’s degree in Hospitality, Business Administration, or related field (preferred).

• At least 2 years of experience in Front Office or hotel operations, with supervisory experience an advantage.

• Strong leadership, communication, and problem-solving skills.

• Ability to coordinate effectively with multiple departments and handle operational demands.

• Proficient in hotel management systems and MS Office applications.

• Willing to work on shifts, weekends, and holidays as needed.