Floor Supervisor

20 hours ago

Quezon City, National Capital Region, Philippines PAPH TRAVEL AND TOURS Full time

Job Summary

The Floor Supervisor is responsible for overseeing daily walk-in client operations within the travel agency. This role ensures that all clients receive prompt, efficient, and professional service. The Floor Supervisor manages frontline staff performance, maintains smooth workflow, resolves customer concerns, and ensures that service standards and sales targets are consistently met.Key Responsibilities

Client Service Management

  • Oversee and manage walk-in client flow to ensure fast and efficient service.
  • Greet and assist clients with inquiries, booking concerns, and travel-related needs.
  • Ensure that customer service representatives maintain professionalism and provide accurate information.
  • Handle escalated customer concerns and provide timely and appropriate resolutions.

Staff Supervision & Coordination

  • Supervise front desk staff, ticketing officers, and other personnel attending to walk-in clients.
  • Prepare duty schedules, manage breaks, and ensure adequate staffing on the floor.
  • Monitor staff performance, provide coaching, and ensure adherence to company policies and service standards.

Sales Support & Operations

  • Support booking, reservation, and documentation processes to ensure workflow efficiency.
  • Ensure correct processing of payments, receipts, and client documentation.
  • Assist in achieving daily/weekly sales targets by guiding staff and ensuring high service quality.
  • Ensure the accuracy of travel packages, promo updates, and product information displayed on the floor.

Administrative & Reporting

  • Prepare daily floor reports, client concerns logs, and staff productivity updates.
  • Coordinate with ticketing, tours, and operations departments for smooth processing of bookings.
  • Ensure the floor area is clean, organized, and aligned with branding and safety standards.
  • Report issues, challenges, or client trends to the Operations or Branch Manager.

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