Front Office Supervisor

2 hours ago

Bauan Batangas, Philippines The Tribute Hotel Full time ₱1,200,000 - ₱2,400,000 per year

Job description:

  • Department: Front Office
  • Reports To: Front Office Manager / General Manager
  • Location: The Tribute Tower

I. Position Summary

The Front Office Supervisor oversees daily front desk operations to ensure efficient, courteous, and professional guest service at all times. The role supervises Front Office staff, manages check-in and check-out procedures, handles guest concerns, ensures compliance with hotel policies, and supports the smooth coordination of guest services. The position upholds service excellence, operational accuracy, and a high level of guest satisfaction.

II. Key Responsibilities

A. Front Desk Operations

  • Supervise front desk activities, ensuring efficient check-in, check-out, and guest servicing.
  • Monitor room availability, reservations, and billing accuracy.
  • Resolve guest concerns and service issues promptly and professionally.
  • Oversee proper handling of payments, deposits, and cash control procedures.

B. Staff Supervision and Training

  • Lead, mentor, and support Front Office Associates during all shifts.
  • Conduct task delegation, shift briefings, and performance monitoring.
  • Assist in training new staff on service standards, systems, and FO procedures.
  • Ensure grooming, uniform, and professional conduct compliance.

C. Guest Relations and Service Excellence

  • Maintain high guest satisfaction through proactive service and prompt resolution of concerns.
  • Assist in handling VIP arrangements, special requests, and personalized guest services.
  • Coordinate with other departments (Housekeeping, Engineering, F&B, Security) for seamless service delivery.

D. Systems and Reporting

  • Ensure accurate encoding and monitoring of data in PMS and hotel systems.
  • Prepare reports such as occupancy, arrivals/departures, and shift handovers.
  • Maintain documentation of incidents, guest feedback, and operational logs.

E. Policy Compliance and Standards

  • Enforce hotel policies, SOPs, and service standards.
  • Ensure compliance with safety, security, and emergency procedures.
  • Identify operational issues and recommend improvements to management.

III. Minimum Qualifications

A. Education & Experience

  • Bachelor's degree in Hotel Management, Tourism, Business, or related field preferred.
  • At least 1–2 years of experience in Front Office operations, with supervisory exposure.

B. Skills & Competencies

  • Strong leadership, communication, and customer service skills.
  • Proficiency in PMS, reservation systems, and MS Office.
  • Ability to remain calm and professional in high-pressure situations.
  • Strong problem-solving, decision-making, and multitasking abilities.

IV. Work Environment & Physical Requirements

  • Ability to work rotating shifts, weekends, and holidays.
  • Prolonged standing and constant interaction with guests and staff.
  • Fast-paced environment requiring attention to detail and guest focus.

V. Key Performance Indicators (KPIs)

  • Guest satisfaction and service recovery effectiveness.
  • Accuracy of front desk transactions and reports.
  • Staff performance and shift productivity.
  • PMS accuracy and reservation management.
  • Compliance with hotel standards, SOPs, and audit results.

Job Type: Full-time, Permanent

Benefits: Staff meals, employee discounts, eligibility for regularization, and potential career advancement.

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