Senior Front Office Associate

TechTime Trade Corp.; Kawit; On-site; PHP 391,000 - 580,000; Full time

Job summary

TechTime Trade Corp. in Kawit, Cavite, seeks a hands-on Senior Front Office Associate to supervise Front Office and Housekeeping, ensuring guests receive warm, professional service.

The role requires strong leadership, guest focus, and the ability to manage staff, schedules, and daily operations in a fast-paced hospitality setting, with shifting schedules including weekends.

Qualifications

• Bachelor’s Degree in Hotel and Restaurant Management, Tourism, Hospitality Management or related field.
• At least three years of experience in the hotel or hospitality industry.
• Previous supervisory or team-lead experience is highly preferred.
• Working knowledge of front office and housekeeping operations.
• Proficient in basic computer applications (MS Office) and PMS.

Responsibilities

• Oversee daily operations of Front Office and Housekeeping departments and ensure adherence to SOPs.
• Monitor staff performance, attendance, and guest service quality across shifts.
• Manage staff schedules, shift turnovers, room readiness, and endorsements.
• Provide supervision and coaching to Front Office staff, Housekeeping staff, and interns.
• Address guest concerns and coordinate with departments to resolve issues promptly.

Skills

Leadership

Customer service

Operations management

PMS knowledge

Communication

Attention to detail

Education

Bachelor’s Degree in Hotel and Restaurant Management, Tourism, Hospitality Management

Tools

PMS software

Job description

Senior Front Office Associate

Location: Kawit, Cavite

Job Summary

We are looking for a dedicated, customer-focused, highly organized, and dependable Senior Front Office Associate (SFOA) / Operations Lead to oversee and support the day-to-day operations of the hotel.

As one of the key points of contact for our guests, the SFOA plays an important role in ensuring warm, professional, efficient, and consistent guest service while maintaining smooth and effective hotel operations.

This is a hands-on supervisory and mid-management role responsible for overseeing both the Front Office and Housekeeping Departments. The ideal candidate is proactive, professional, detail-oriented, and capable of managing staff, guest concerns, operational issues, and administrative responsibilities in a fast-paced hospitality environment.

The SFOA will work closely with hotel management to maintain operational standards, ensure proper coordination between departments, address concerns promptly, and continuously improve service delivery and overall guest experience.

Key Responsibilities

1. Daily Hotel Operations & Shift Oversight

• Oversee the daily operations of the Front Office and Housekeeping Departments, ensuring activities are carried out smoothly and in accordance with established Standard Operating Procedures (SOPs).

• Monitor departmental performance, staff productivity, guest service, room readiness, and other operational requirements throughout each shift.

• Ensure proper shift turnover and completion of required duties, including AM/PM checklists, settlements, endorsements, room status updates, and other operational procedures.

• Prepare and implement Front Office and Housekeeping staff schedules, subject to review and approval by the appropriate management authority.

• Monitor room status and coordinate closely with Front Office and Housekeeping to ensure timely room preparation, availability, and assignment.

• Ensure effective coordination between Front Office, Housekeeping, Maintenance, and other relevant personnel.

• Serve as the primary on-duty coordinator during operational emergencies, including power interruptions, safety incidents, guest emergencies, and other unforeseen situations.

• Identify operational issues proactively and take appropriate corrective action within the scope of authority.

• Escalate significant operational, safety, security, or guest-related concerns to management when necessary.

• Ensure that daily operations continue smoothly during assigned shifts, including weekends and holidays.

2. Team Supervision, Training & Intern Support

• Provide direct supervision, guidance, and direction to Front Office staff, Housekeeping staff, and hotel interns.

• Ensure employees and interns understand and consistently follow hotel policies, SOPs, service standards, workplace rules, and operational expectations.

• Monitor staff performance, attendance, work quality, professionalism, productivity, and compliance with established procedures.

• Support the training, coaching, onboarding, and evaluation of Front Office and Housekeeping personnel.

• Provide interns with appropriate supervision, guidance, and feedback consistent with their assigned training objectives.

• Ensure interns are treated professionally and provided with a safe, respectful, and appropriate learning environment.

• Serve as the designated supervisory point of contact for concerns involving interns and ensure that complaints, disciplinary matters, or other issues are properly documented and referred through the appropriate management process.

• Ensure that interns are not subjected to unauthorized intimidation, verbal abuse, harassment, humiliation, or inappropriate disciplinary practices.

• Foster a respectful, professional, collaborative, accountable, and service-oriented workplace culture.

3. Staff Supervision, Discipline & Conflict Resolution

• Address staff performance, attendance, conduct, and operational concerns promptly and professionally.

• Provide coaching and corrective guidance when employees do not meet established performance or service standards.

• Mediate and help resolve workplace conflicts among Front Office, Housekeeping, and other hotel personnel when necessary.

• Implement or recommend appropriate corrective and disciplinary measures in accordance with hotel policies and management directives.

• Prepare or recommend written warnings and other corrective actions when warranted, subject to applicable policies and approval requirements.

• Maintain appropriate documentation of significant performance, conduct, attendance, or disciplinary concerns.

• Escalate serious, recurring, or unresolved personnel matters to the appropriate management authority, external consultant, or hotel ownership/management.

• Maintain fairness, professionalism, consistency, and confidentiality when handling personnel matters.

4. Guest Service & Service Recovery

• Ensure Front Office and Housekeeping teams consistently provide professional, courteous, efficient, and guest-focused service.

• Monitor guest concerns, complaints, special requests, and service issues and ensure they are addressed promptly.

• Take the lead in handling escalated guest concerns and service recovery situations.

• Assess guest concerns, determine appropriate solutions, and coordinate with relevant departments to resolve issues effectively.

• Coordinate with Front Office, Housekeeping, Maintenance, and other personnel regarding room-related concerns, housekeeping issues, maintenance requests, and other guest requirements.

• Ensure appropriate follow-through on guest concerns until resolution.

• Monitor recurring guest complaints and service issues and recommend corrective actions to prevent recurrence.

• Protect the hotel's service standards, reputation, and operational interests while maintaining a positive guest experience.

5. Standards, Compliance & Continuous Improvement

• Ensure consistent implementation of hotel SOPs, service standards, and operational procedures across the Front Office and Housekeeping Departments.

• Conduct regular monitoring of departmental practices to identify gaps, inefficiencies, compliance issues, and opportunities for improvement.

• Reinforce proper procedures related to:

  • Guest handling and customer service

  • Room readiness and status coordination

  • Housekeeping standards

  • Front desk operations

  • Cash handling and settlements

  • Documentation and recordkeeping

  • Shift endorsements and handovers

  • Safety and emergency procedures

• Monitor compliance with established hotel policies and operational standards.

• Identify recurring operational issues and recommend practical solutions.

• Recommend process improvements to the external consultant or hotel ownership/management based on operational observations, guest feedback, and recurring concerns.

• Promote accountability, teamwork, efficiency, consistency, and high service quality across both departments.

Qualifications

• Bachelor’s Degree in Hotel and Restaurant Management, Tourism, Hospitality Management, or a related field is an advantage.

• At least three (3) years of experience in the hotel or hospitality industry, preferably with experience as a Front Office Associate, Senior Front Office Associate, Front Office Supervisor, or similar position.

• Previous supervisory or team-lead experience is highly preferred.

• Working knowledge of front office and housekeeping operations.

• Familiarity with hotel Property Management Systems (PMS) and basic hotel operating procedures.

• Proficient in basic computer applications, including Microsoft Office or similar productivity tools.

• Excellent communication, customer service, interpersonal, and conflict-resolution skills.

• Strong leadership, organizational, multitasking, and problem-solving abilities.

• Able to make sound decisions and take appropriate action with minimal supervision.

• Professional, reliable, flexible, and service-oriented.

• Strong attention to detail and ability to maintain operational standards.

• Able to handle guest complaints, staff concerns, and operational challenges calmly and professionally.

• Quick learner with the ability to adapt to changing operational requirements.

• Maintains a professional appearance, positive attitude, and customer-focused approach.

• Willing to work on shifting schedules, weekends, and holidays.

• Willing to be assigned onsite in Kawit, Cavite.

What We’re Looking For

We are looking for a hands-on hospitality leader who can balance guest service, team supervision, and daily hotel operations.

The ideal candidate is someone who can lead by example, make sound decisions, resolve issues professionally, hold teams accountable, and maintain high service standards even during busy or challenging shifts.