Front Office Manager

2 weeks ago

LapuLapu City, Central Visayas, Philippines Enrison Land, Inc. (BE Hotels & Resorts) Full time

Job Summary:

BE Resorts Mactan is seeking a highly motivated and service-oriented Front Office Manager to lead the daily operations of our Front Desk team. This leadership role ensures seamless guest experiences from arrival to departure, while maintaining operational excellence, staff performance, and inter-departmental coordination. The ideal candidate is a proactive leader with strong communication skills, hospitality expertise, and a deep understanding of front office procedures in a resort setting.

Key Responsibilities:

Guest Services & Operations Oversight:

  • Ensure the delivery of warm, prompt, and professional guest service at all times.
  • Personally handle guest inquiries, concerns, or complaints with empathy and efficiency, escalating when necessary.
  • Supervise and support front desk operations during peak periods and ensure a smooth flow of check-ins, check-outs, and guest communications.

Team Leadership & Development:

  • Recruit, onboard, train, and manage the performance of Front Office personnel.
  • Schedule shifts and manage staffing to ensure adequate coverage and maintain labor cost goals.
  • Foster a guest-focused and collaborative team culture through regular coaching, mentoring, and recognition.
  • Administer disciplinary actions, performance evaluations, and employee relations practices in accordance with company policy.

Administrative & System Management:

  • Maintain accurate and up-to-date records of room availability, guest reservations, and operational files.
  • Manage credit, billing, and accounting procedures for front office transactions.
  • Coordinate closely with other departments (e.g., Housekeeping, F&B, Reservations) to ensure a unified and efficient guest service experience.
  • Monitor and maintain front office equipment and supplies, ensuring functionality and readiness.

Operational Standards & Reporting:

  • Ensure compliance with all BE Resorts Mactan policies, procedures, and service standards.
  • Participate in weekly operational forecasts and planning meetings with department heads.
  • Perform routine audits of guest folios, transactions, and reporting systems to maintain accuracy and accountability.
  • Proactively recommend and implement improvements to front office operations and guest service delivery.

Qualifications:

  • Bachelor's degree in Hospitality Management, Business Administration, or a related field.
  • At least 5 years of experience in Front Office operations, with a minimum of 2 years in a managerial or supervisory role, preferably within a hotel or resort.
  • Strong interpersonal, leadership, and conflict-resolution skills.
  • Excellent oral and written communication abilities in English and Filipino.
  • Highly organized with exceptional attention to detail and time management.
  • Proficient in MS Office; experience with hotel management systems (e.g., PMS) is an advantage.
  • Must be willing to work on-site at BE Resorts Mactan in Punta Engaño, Lapu-Lapu City.

Job Type: Full-time

Benefits:

  • Company events
  • Opportunities for promotion
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

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