Supervisor – Front Desk

Dusit Thani Mactan Cebu; Philippines; On-site; PHP 600,000 - 800,000; Full time

Job summary

A premier hotel in the Philippines is seeking a candidate for the Front Office Manager role. You will ensure staff training on hotel services, manage guest complaints, and oversee all cashiering operations. The ideal candidate has a Bachelor's degree in Hotel Management and at least 2 years of relevant experience. This role requires excellent English communication skills and a pleasant personality.

Qualifications

• Minimum 2 years in Front Office or Guest Service experience in a similar capacity.
• Familiar with yield management and cost controls.
• Pleasant personality.

Responsibilities

• Ensure staff knowledge of hotel features and services.
• Handle guest complaints according to pacification procedures.
• Monitor cashiering procedures.

Skills

Good English communication skills

Communication and interpersonal skills

Education

Bachelor degree in Hotel Management or relevant degree

Job description

Job Description

• Ensure the staff’s knowledge of Hotel features/service, hours of operation, room rates, special packages & promotions.
• Ensure the smooth handling both FIT guests and group check-outs according to standard & procedures.
• Maintain the staff punctuality and document the attendance record.
• Maintain all equipment in Front Desk and ensure all supplies are adequate for the operation.
• Complete requisitions to replenish shortage of additional items needed to anticipate the high volume of business.
• Prepare 2 weekly schedules in accordance with the level of business.
• Ensure that staff report to work on time and as scheduled. Record any call or absent employees.
• Routinely inspect grooming and attire of staff and rectify any deficiencies to the standard of the Dusit International.
• Maintain healthy working environment and good relationship within department.
• Pre-assign the room in the computer and follow through on designated requirements.
• Ensure preparation for all expected guest arrival are accomplished, the packages & registration cards.
• Handle guest complaints according to the instant pacification procedures, ensuring guest satisfaction.
• Monitoring the room status, report to Housekeeping of unclean rooms and out of service rooms.
• Check all discrepant rooms and resolve.
• Review status of unfinished assignment and follow up action with oncoming supervisor.
• Monitor cashiering procedures:
• Process adjustments, paid out, corrections, miscellaneous charges.
• Foreign currency exchange.
• Post charges, split charges, transfer charges.
• Settle guest account.
• Close cashier.
• Balance cashier summary.
• Complete the remittance envelope.
• Ensure the telephone is answered within 3 nights with a proper telephones antiquate.
• Maintain a high standard of personnel appearance & hygiene at all times.
• Monitoring the process of Express check-in/check-out, ensuring the correct procedures are carried out.
• Handle requests for late check-outs according to established hotel procedures.
• Ensure Group Check-in/outs are handled properly according to established hotel procedures.
• Ensure that traces are resolves and documented.
• Monitoring of house bank in Front Office and ensure that all banks are intact.
• Monitoring safety deposit box procedures inventor the keys and check the record.

Others

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.

Accountabilities

• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.

Company’s Culture

• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”.

CONFIDENTIALITY

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

JOB REQUIREMENT

• Minimum education of Bachelor degree in Hotel Management or relevant degree.
• Minimum of 2 years in Front Office or Guest Service experience in a similar capacity.
• Familiar with yield management and cost controls.
• Have good English communication skills both in written and spoken.
• Pleasant personality with good communication and interpersonal skills.