Guest Services Supervisor

Position Overview

As the head of the Guest Services department reporting directly to the General Manager, this is a hands‑on, working leadership role that orchestrates daily operations across the front desk, reservations, sales, tours and transfers, and spa operations. Rather than managing solely from an office, this supervisor is expected to lead by example on the floor, actively assisting the team with daily tasks during peak hours. This role bridges the gap between back‑end booking logistics and front‑facing guest interactions, ensuring a seamless, high‑quality experience from initial inquiry to final departure while championing the property’s eco‑resort values.

Key Responsibilities

1. Front Office, Guest Experience & Duty Management

• Act as the Manager on Duty (MOD) when required, confidently handling on‑property emergencies (e.g., medical situations, severe weather, power interruptions) while prioritizing guest safety and communication.

• Act as the primary point of contact for VIPs, corporate executives, and repeat guests, coordinating personalized welcome amenities and ensuring a high‑touch, flawless experience throughout their stay.

• Actively work the front desk alongside the team, processing check‑ins/check‑outs, handling luggage logistics, and answering phones during high‑volume periods.

• Lead by example on the floor, ensuring the team maintains exceptional hospitality and grooming standards through direct, side‑by‑side coaching.

• Act as the immediate, on‑the‑floor point of escalation for resolving guest complaints, service recovery, and complex inquiries.

• Manage staff schedules, conduct daily pre‑shift briefings, and audit shift handovers to guarantee critical guest information is clearly communicated.

2. Spa Operations & Wellness Management

• Oversee daily spa operations in close coordination with the Spa Team Leader to ensure a clean, serene, and welcoming environment that meets high hospitality standards.

• Manage spa bookings, align therapist scheduling with the Spa Team Leader, and coordinate closely with the front desk to promote wellness packages to resort guests.

• Monitor spa inventory (including wellness products, oils, and linens) alongside the Spa Team Leader while strictly adhering to sustainable procurement practices.

• Provide guidance, support, and performance oversight to the Spa Team Leader in coaching therapists and spa attendants to maintain exceptional service delivery, professionalism, and hygiene standards.

3. Reservations, Sales & Reputation Management

• Monitor, route, and professionally respond to post‑stay reviews on major platforms (TripAdvisor, Google Reviews) and internal guest satisfaction surveys to maintain the property’s digital reputation.

• Conduct outbound sales calls to prospective corporate clients, travel agencies, and event organizers to drive new business and foster long‑term relationships.

• Represent Daluyon Beach and Mountain Resort by attending local tourism events, trade shows, and collaborative marketing activities to promote property offerings.

• Actively process reservations, answer booking inquiries, and step in to handle peak call volumes or heavy email traffic.

• Manage Online Travel Agency (OTA) extranets (e.g., Agoda, Booking.com, Expedia) to ensure accurate inventory, rate parity, and updated property content.

• Monitor and respond to guest messages directly through OTA platforms to maintain high property ratings and secure bookings.

• Train staff on proactive sales techniques by actively demonstrating how to upsell room upgrades, resort packages, extended stays, and wellness bundles.

4. Financial Operations, Administration & Inventory Management

• Oversee the procurement, tracking, and monthly physical inventory management of all departmental supplies, including front desk amenities, office materials, tour equipment, and spa supplies, ensuring optimal stock levels while minimizing waste.

• Analyze and manage departmental Profit and Loss (P&L) statements, closely monitoring operating expenses, payroll, and revenue targets to ensure the department operates efficiently and within budget.

• Process and manage Virtual Credit Card (VCC) payments from OTAs, strictly adhering to activation dates to ensure timely and accurate revenue collection.

• Review and reconcile monthly OTA commission invoices, proactively disputing charges for cancellations or no‑shows to prevent revenue leakage.

• Review daily financial reports, monitor cash handling procedures, and ensure billing accuracy across all front‑of‑house departments.

5. Team Leadership & Performance Management

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