Lead Receptionist (Guest Experience) - Pasay

Asticom Technology Inc; Pasay; On-site; PHP 335,000 - 580,000; Full time

Job summary

Asticom Technology Inc. is seeking a Lead Receptionist to oversee front-of-house operations, manage party-host teams, and ensure exceptional guest experiences across the venue.

You will serve as the primary host for birthday groups and coordinate customer service desks to maintain safety and satisfaction. Key duties include supervising check-in, coaching staff on brand standards, resolving disputes, and leading party hosts to execute itineraries on time, while analyzing feedback to drive

Qualifications

• Degree in Hospitality, Tourism, Business Admin, or related field.
• 2–3 years supervisory experience in customer service, guest experience, or hospitality.
• 5 years experience in Reception/ Front Desk is preferred; mall/theme park experience advantageous.

Responsibilities

• Supervise check-in and ticket desks to minimize guest wait times.
• Coach frontline staff on service standards and body language.
• Resolve guest disputes with professionalism and empathy.
• Lead party hosts to execute birthday itineraries on time.
• Monitor guest feedback scores and drive shift-level improvements.

Skills

Conflict resolution

Emotional intelligence

Team leadership

Verbal presentation

Education

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

Tools

POS front-desk systems

Online guest feedback software

Staff scheduling applications

Job description

About the Role

The Lead Receptionist ( Guest Experience ) oversees front-of-house operations, party hosting teams, and customer service desks to deliver standard-setting hospitality across the venue. This position acts as the primary host for birthday groups, handles complex guest interactions, and ensures overall customer satisfaction and safety.

Key Responsibilities

• Front-of-House Management: Supervise check-in counter operations, ticket desks, and redemption counters to minimize guest wait times and eliminate entry bottlenecks.

• Service Quality Assurance: Observe frontline team interactions with mall shoppers, coach team members on positive body language, and maintain active brand service standards.

• Complaint & Conflict Resolution: Resolve guest disputes regarding card balances, game malfunctions, or party package expectations promptly, professionally, and empathetically.

• Party Host Leadership: Train, schedule, and lead party hosts to execute birthday itineraries on time, manage party room cleanups, and maintain high guest engagement.

• Customer Feedback Analysis: Monitor guest feedback scores, collect review data, and implement shift-level continuous improvement plans to boost return visit rates.

Qualifications & Requirements

• Education: Diploma or Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or related discipline.

• Experience: 2–3 years of supervisory experience in customer service, guest experience, or hospitality within a mall environment, theme park, or family entertainment center. 5 years experience in Reception/ Front Desk

• Technical Skills: Proficiency with POS front-desk systems, online guest feedback software, and staff scheduling applications.

• Competencies: Outstanding conflict resolution and de-escalation skills, high emotional intelligence, charismatic team leadership, and excellent verbal presentation.