Hotel Operations Coordinator

3 days ago

Antipolo City, Calabarzon, Philippines beBeeLeadership Full time ₱2,000,000 - ₱3,000,000

Lead Guest Experience Manager

The role of a Front Office Supervisor at our hospitality establishment is to oversee the front desk operations and ensure excellent guest service. This includes supervising front desk agents, managing guest check-ins and check-outs, maintaining accurate records, and providing leadership and guidance to front office staff.

Key Responsibilities:

  • Operational Leadership:
    • Supervise and manage front desk operations to deliver exceptional guest experiences.
    • Train, develop, and motivate front desk agents to maintain high standards of performance.
    • Ensure that all guest requests and issues are addressed promptly and professionally.
  • Guest Service Excellence:
    • Deliver exceptional customer service by greeting guests, answering inquiries, and resolving any concerns or complaints efficiently.
    • Handle guest complaints in a calm, professional manner, ensuring complete guest satisfaction.
    • Maintain accurate and up-to-date records of guest transactions, payments, and room assignments.
  • Shift Management & Staff Supervision:
    • Assign shifts and break schedules for front desk agents, ensuring adequate coverage during peak hours.
    • Provide coaching, training, and ongoing development to front desk agents to maintain high standards of performance.
  • Check-In & Check-Out Procedures:
    • Oversee the check-in and check-out processes, ensuring accurate guest information is entered into the system.
    • Ensure all transactions, including room charges, payments, and credits, are processed accurately and efficiently.
  • Coordination with Other Departments:
    • Communicate with housekeeping, maintenance, and other departments to ensure rooms are ready for guest arrival and any maintenance or special requests are addressed promptly.
  • Front Office Administration & Reporting:
    • Maintain accurate and up-to-date records of guest transactions, payments, and room assignments.
    • Prepare daily reports on occupancy, revenue, and guest satisfaction metrics, and provide insights to management.
  • Safety & Security:
    • Ensure that front desk staff are familiar with emergency procedures and security protocols.

Qualifications:

  • Education & Experience:
    • High school diploma or equivalent required; a degree in Hospitality Management or a related field preferred.
    • Minimum of 2-3 years of experience in hotel front office or guest services, with at least 1 year in a supervisory role.
  • Skills & Knowledge:
    • Strong interpersonal and communication skills, both written and verbal.
    • Excellent leadership skills with the ability to motivate and manage a team.
    • Strong problem-solving skills, with the ability to handle guest complaints and resolve issues effectively.

Physical Demands:

  • Ability to stand, walk, and move around the front desk area for extended periods of time.
  • Ability to lift and carry up to 50 pounds of supplies or materials when needed.

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