Front Office Supervisor

About the role

Andorra El Nido Leisure Corp is seeking a Front Office Supervisor to join our hospitality team in El Nido, Palawan. This is a full-time position that plays a crucial role in delivering exceptional guest experiences and managing the day-to-day operations of our front office department. As Front Office Supervisor, you will be responsible for overseeing guest services, staff management, and operational excellence during your shift. This role is essential to maintaining the high standards of service that define our leisure resort and ensuring every guest leaves with outstanding memories of their stay.

Key responsibilities

1. Supervise and coordinate front office staff, including receptionists and guest services associates, ensuring efficient and courteous service delivery
2. Manage guest check-ins and check-outs, resolving any issues or special requests with professionalism and discretion
3. Monitor and maintain front office operations, including telephone systems, key cards, and guest communication channels
4. Handle guest complaints and concerns promptly, implementing appropriate solutions to ensure satisfaction and loyalty
5. Maintain accurate guest records and reservation systems, ensuring all information is current and correctly documented
6. Coordinate with housekeeping, maintenance, and other departments to address guest needs and ensure seamless operations
7. Prepare and review daily reports, including occupancy rates, revenue figures, and operational notes
8. Train and mentor front office staff on service standards, procedures, and company policies
9. Manage petty cash and process guest payments, ensuring accuracy and compliance with financial procedures
10. Assist in developing and implementing front office policies and procedures to enhance operational efficiency

What we're looking for

1. Minimum 3-5 years of experience in front office operations or guest services within the hospitality industry
2. Previous supervisory or team leadership experience in a hotel or resort environment
3. Strong knowledge of hotel management systems (PMS) and reservations software
4. Excellent communication and interpersonal skills, with the ability to remain calm and professional in challenging situations
5. Outstanding customer service orientation with a genuine passion for delivering memorable guest experiences
6. Proficiency in English; additional language skills are advantageous
7. Strong organizational and multitasking abilities, capable of managing multiple guest requests simultaneously
8. Attention to detail and accuracy in maintaining records and processing transactions
9. Leadership capabilities with the ability to motivate and develop team members
10. Flexibility to work various shifts, including evenings, weekends, and public holidays as required
11. Certification in hospitality management or customer service is preferred.