Front Office Supervisor

Job Title: Front Office Supervisor
Department: Front Office
Reports To: Resort Manager (or President, if no Resort Manager)

Job Summary

The Front Office Supervisor is responsible for the efficient and effective daily operations of the Front Office Department, with primary focus on room sales, membership promotion, and guest satisfaction. This role ensures the delivery of excellent guest experiences while achieving revenue targets set by Management for rooms, resort memberships, and amenities. The Front Office Supervisor leads the Front Office team in upholding the highest standards of hospitality, service quality, and operational compliance.

Key Responsibilities
Front Office Operations & Guest Services

• Supervise the daily operations of the Front Desk, Front Office Cashiers, Auxiliary Cashiers (entrance and showcase), and other assigned Front Office staff.
• Ensure strict compliance with Front Office policies, procedures, and service standards.
• Attend to guests’ special requests, inquiries, concerns, complaints, and suggestions in a professional manner that promotes positive guest relations.
• Greet guests courteously upon arrival and departure when on duty, ensuring a warm, welcoming, and professional atmosphere.
• Ensure all guest inquiries regarding rooms, amenities, promotions, discounts, and services are handled accurately and efficiently, including telemarketing and reservation inquiries.
• Ensure all incoming calls are answered within three (3) rings and properly directed to the appropriate department.
• Conduct post check-in courtesy calls to guests within twenty (20) minutes to address any concerns.
• Maintain strong relationships with resort members and conduct regular follow-ups regarding membership expiration, renewals, privileges, and usage of free nights.

Sales, Revenue & Reservations

• Implement and monitor management-approved discounting strategies for room reservations and bookings.
• Monitor room availability, occupancy levels, and booking status on a regular basis to maximize sales opportunities.
• Lead and guide Front Office staff to make informed and effective selling decisions.
• Ensure the achievement of the monthly Front Office revenue target of

Php 1,100,000.00.

Coordination & Interdepartmental Relations

• Maintain a professional and cooperative working relationship with Sales, Housekeeping, Maintenance, Public Area, and Security Departments to ensure smooth daily operations related to rooms, function spaces, and guest services.

Reporting & Documentation

Prepare, analyze, and submit accurate reports to Management, including but not limited to:

• Weekly Room Forecast
• Weekly to Monthly Hotel Occupancy Reports with Average Room Rates
• Monthly to Yearly Market Segmentation Reports
• Monthly Family Occupancy Reports
• Monthly Resort Membership Reports

Financial Controls

• Ensure all guest billings and credits are accurate, properly recorded, and collected.
• Enforce cash handling, revenue recording, and receipt issuance policies and procedures.
• Participate in training related to financial controls and Front Office systems.

Leadership & People Management

• Supervise, train, coach, counsel, and motivate Front Office staff to achieve operational and service excellence.
• Establish clear staff expectations regarding performance, conduct, grooming, and professional appearance.
• Conduct regular departmental meetings to review performance, recognize achievements, reinforce policies and procedures, and address operational concerns.

Administrative & Other Duties

• Ensure timely requisition of tickets, forms, slips, receipts, office supplies, and showcase items.
• Recommend operational improvements to address challenges and enhance Front Office efficiency.
• Perform other duties and responsibilities as may be assigned by Management.
• Strictly adhere to the Company Code of Discipline.

Qualifications

• Graduate of Hospitality Management, Tourism, Business Administration, or a related field
• At least 3–5 years of experience in Front Office operations, with supervisory experience preferred
• Strong leadership, communication, and customer service skills
• Sales-oriented mindset with experience in room selling and reservations
• Knowledgeable in Front Office systems, reporting, and basic financial controls
• Willing to work flexible hours, including weekends and holidays

Job Type: Full-time

Pay: Php22,000.00 - Php25,000.00 per month

Benefits:

• Employee discount
• Opportunities for promotion
• Promotion to permanent employee
• Staff meals provided

Work Location: In person