Luxury Front Office Manager - Guest Experience Lead

HSH Group / The Peninsula Hong Kong; Philippines; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

The Peninsula Manila in Makati is seeking a Front Office Manager to lead Front Office operations and deliver exceptional guest experiences through warm hospitality and effective service recovery.

You will manage guest relations, oversee Front Desk, Concierge, Guest Services and Reception, and ensure operational excellence with a focus on guest safety and staff coordination. Flexible shifts are required in this role.

Qualifications

• 3-5 years of Front Office experience in luxury hotels.
• Must be legally authorized to work in the Philippines.
• Strong knowledge of Front Office operations: Front Desk, Concierge, Guest Services, and Reception.
• Proficiency in Shiji, MS Office, and night audit-related processes.
• Excellent communication and ability to work under pressure with flexible shifts.

Responsibilities

• Lead and oversee Front Office operations to deliver seamless and exceptional guest experiences.
• Foster strong guest relations through personalized service, engagement, and effective service recovery.
• Manage and resolve guest concerns, incidents, and operational issues in a timely manner.
• Ensure guest and employee safety by coordinating emergency response procedures with relevant departments.
• Maintain a visible presence in the lobby, welcome VIP guests, and support Front Office operations as needed.

Skills

Front Office

Duty Manager

Guest relations

Communication

Night audit

Tools

Shiji

MS Office

Night audit software

Job description

The Peninsula Manila in Makati is seeking a Front Office Manager to lead Front Office operations and deliver exceptional guest experiences through warm hospitality and effective service recovery.

You will manage guest relations, oversee Front Desk, Concierge, Guest Services and Reception, and ensure operational excellence with a focus on guest safety and staff coordination. Flexible shifts are required in this role.