Guest Services Supervisor

Position Overview

As the head of the Guest Services department reporting directly to the General Manager, this is a hands-on, working leadership role that orchestrates daily operations across the front desk, reservations, sales, tours and transfers, and spa operations. Rather than managing solely from an office, this supervisor is expected to lead by example on the floor, actively assisting the team with daily tasks during peak hours. This role bridges the gap between back-end booking logistics and front-facing guest interactions, ensuring a seamless, high-quality experience from initial inquiry to final departure while championing the property's eco-resort values.

Key Responsibilities

1. Front Office, Guest Experience & Duty Management

• Act as the Manager on Duty (MOD) when required, confidently handling on-property emergencies (e.g., medical situations, severe weather, power interruptions) while prioritizing guest safety and communication.
• Act as the primary point of contact for VIPs, corporate executives, and repeat guests, coordinating personalized welcome amenities and ensuring a high-touch, flawless experience throughout their stay.
• Actively work the front desk alongside the team, processing check-ins/check-outs, handling luggage logistics, and answering phones during high-volume periods.
• Lead by example on the floor, ensuring the team maintains exceptional hospitality and grooming standards through direct, side-by-side coaching.
• Act as the immediate, on-the-floor point of escalation for resolving guest complaints, service recovery, and complex inquiries.
• Manage staff schedules, conduct daily pre-shift briefings, and audit shift handovers to guarantee critical guest information is clearly communicated.

2. Spa Operations & Wellness Management

• Oversee daily spa operations in close coordination with the Spa Team Leader to ensure a clean, serene, and welcoming environment that meets high hospitality standards.
• Manage spa bookings, align therapist scheduling with the Spa Team Leader, and coordinate closely with the front desk to promote wellness packages to resort guests.
• Monitor spa inventory (including wellness products, oils, and linens) alongside the Spa Team Leader while strictly adhering to sustainable procurement practices.
• Provide guidance, support, and performance oversight to the Spa Team Leader in coaching therapists and spa attendants to maintain exceptional service delivery, professionalism, and hygiene standards.

3. Reservations, Sales & Reputation Management

• Monitor, route, and professionally respond to post-stay reviews on major platforms (TripAdvisor, Google Reviews) and internal guest satisfaction surveys to maintain the property's digital reputation.
• Conduct outbound sales calls to prospective corporate clients, travel agencies, and event organizers to drive new business and foster long-term relationships.
• Represent Daluyon Beach and Mountain Resort by attending local tourism events, trade shows, and collaborative marketing activities to promote property offerings.
• Actively process reservations, answer booking inquiries, and step in to handle peak call volumes or heavy email traffic.
• Manage Online Travel Agency (OTA) extranets (e.g., Agoda, Booking.com, Expedia) to ensure accurate inventory, rate parity, and updated property content.
• Monitor and respond to guest messages directly through OTA platforms to maintain high property ratings and secure bookings.
• Train staff on proactive sales techniques by actively demonstrating how to upsell room upgrades, resort packages, extended stays, and wellness bundles.

4. Financial Operations, Administration & Inventory Management

• Oversee the procurement, tracking, and monthly physical inventory management of all departmental supplies, including front desk amenities, office materials, tour equipment, and spa supplies, ensuring optimal stock levels while minimizing waste.
• Analyze and manage departmental Profit and Loss (P&L) statements, closely monitoring operating expenses, payroll, and revenue targets to ensure the department operates efficiently and within budget.
• Process and manage Virtual Credit Card (VCC) payments from OTAs, strictly adhering to activation dates to ensure timely and accurate revenue collection.
• Review and reconcile monthly OTA commission invoices, proactively disputing charges for cancellations or no-shows to prevent revenue leakage.
• Review daily financial reports, monitor cash handling procedures, and ensure billing accuracy across all front-of-house departments.

5. Team Leadership & Performance Management

• Monitor staff performance, attendance, and strict adherence to grooming and behavioral standards (including oversight of the spa team through the Spa Team Leader), with full authority to administer progressive disciplinary actions up to and including the dismissal of staff, in coordination with HR protocols.
• Formulate, review, and continuously update Standard Operating Procedures (SOPs) across the front office, reservations, tour desks, and spa operations to adapt to changing resort needs.
• Develop and execute comprehensive onboarding programs for new hires, alongside continuous on-the-job training for existing staff.
• Identify performance gaps and implement targeted coaching to elevate the team's customer service, system navigation, and crisis management skills.

6. Tours, Transfers & Sustainability Initiatives

• Champion the resort's environmental initiatives at the front desk and spa (e.g., driving paperless check-ins, reducing single-use plastics) and educate guests on the property's sustainable practices.
• Formulate, plan, and execute engaging in-house resort events and activities designed to elevate the guest experience and highlight the unique environment of the eco-resort.
• Directly assist in coordinating ground and water transportation logistics, ensuring prompt and safe airport or city transfers.
• Actively sell, schedule, and step outside to help dispatch local excursions and eco-tours as needed.
• Maintain clear communication with drivers, boat operators, and third-party activity vendors to ensure service reliability.

7. Cross-Departmental Collaboration & Additional Duties

• Communicate continuously with Housekeeping and Maintenance to prioritize room turnover, manage early check-ins/late check-outs, and ensure any room or facility defects are resolved immediately.
• Collaborate with the Food & Beverage team to coordinate daily guest lists, communicate dietary requirements, and arrange packed meals for guests departing on early tours or transfers.
• Partner seamlessly with all resort departments to uphold the property's high operational standards, ensuring a unified approach to the overall guest experience.
• Perform any other tasks, duties, or special projects that might be assigned by the General Manager to ensure smooth and uninterrupted resort operations.

Preferred Qualifications

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Exceptional written and verbal communication skills in both English and Tagalog.
• Proven supervisory experience in the hospitality industry, with a strong background in managing front-line operations, guest relations, and overseeing multi-unit teams (including front office and wellness/spa services) in a fast-paced resort environment.
• Demonstrated ability to write clear operational procedures, effectively train staff, and manage high-level employee performance and disciplinary actions (including terminations).
• Experience with departmental budgeting, inventory control, and reading Profit and Loss (P&L) statements.
• Strong familiarity with major OTAs, VCC payment processing, and hands-on experience navigating Channel Manager software.
• Experience in VIP relations and formulating creative guest event/activity programs.
• Comfortable engaging in B2B sales and acting as a brand ambassador at industry events.
• Excellent organizational skills with the ability to fluidly shift between performing front-line duties, inter-departmental coordination, and administrative tasks.

Working Conditions

• Must be able to work a flexible schedule, including early mornings, late evenings, weekends, and public holidays as required by resort operations.

Note: This job description is a general guideline for expectations and responsibilities and can be updated by management at any time based on operational needs.