Front Office Supervisor

Filinvest Hospitality Property: Quest Plus Conference Center Clark

Experience: Minimum of 2 years of experience in Front Office.

Create exceptional experiences with Filinvest Hospitality. We are hiring a Front Office Supervisor with the following expertise:

MEETS AND EXCEEDS CUSTOMERS AND TEAM MEMBERS EXPECTATIONS

• Establishes and communicates customer service objectives which support achievements of Quest Plus Conference Center Clark's Mission and Vision.
• Monitors customer service levels and employs employees with alternative methods of responding to customer requests.
• Responds to customer requests.
• Determines customer delight level and needs by reviewing comment cards and talking to customers regularly.
• Provides staff with the skills training to be able to provide value-added service to customers.

MEETS AND EXCEEDS EXPECTATIONS OF EMPLOYEES BY UTILIZING LEADERSHIP SKILLS AND MOTIVATION TECHNIQUES IN ORDER TO MAXIMIZE EMPLOYEE PRODUCTIVITY AND SATISFACTION OF DIRECT REPORTS

• Develops and implements strategies to achieve Employee Satisfaction Index goals.
• Creates a positive work environment for all employees.
• Develops employees to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining developmental needs, and allowing these needs to be met.
• Orients and trains qualified employees.
• Conducts effective employee meetings and counseling sessions.
• Determines, communicates, and monitors achievement of standards of performance on a timely basis.

MONITORS THE LEVEL OF CUSTOMER SATISFACTION

• Analyses customer feedback on quality and efficiency of the Front Desk.

LEADS THE TEAM

• Upfront, hands-on, visible leadership.

MOTIVATES EMPLOYEES

• Provides positive feedback and reinforcement.
• Practices effective listening.
• Seeks out employees concerns and offers assistance.

COACHES, COUNSELS, DISCIPLINES EMPLOYEES

• Logs specific incidents.
• Sets time aside to offer advice.
• Implements consistently and fairly Resort discipline practices.

DETERMINES PRIORITIES, SETS GOALS, AND FOLLOW-UPS

• Prepares monthly action plan.
• Prepares daily to-do list.

MONITORS AND CONTROLS ATTENDANCE, SHIFT ROSTERS

• Prepares Attendance Sheets.
• Prepares shift rosters.
• Maintains absence statistics and does follow-up actions.

CONDUCTS PERFORMANCE APPRAISALS

• Completes appraisal forms for all staff.
• Analyzes training needs and schedules training.
• Conducts probation period reviews.

IDENTIFIES AND ANALYZES PROBLEMS AND DEVELOPS SOLUTIONS

• Records critical incidents.
• Shares problems with the team and discusses solutions.

ORIENTATION AND INDUCTION OF NEW EMPLOYEES

• Conducts on-the-job skills training.

CONDUCTS TECHNICAL JOB KNOWLEDGE TRAINING

• Utilizes Task Breakdowns; assists Department Trainer in preparation of Task Breakdowns.
• Ensures that staff demonstrates technical skills; conducts technical training on a regular basis.
• Updates staff on a regular basis.

ATTENDS MEETINGS AS REQUIRED

• Summarizes section performance.
• Highlights achievements, problems, and challenges.
• Participates in discussions.
• Reinforces standards.
• Feeds back customer comments.

PROVIDES FEEDBACK TO MANAGEMENT

• Highlights achievements, problems, and challenges.

ROOM ALLOCATIONS

• Verifies and updates the following:
• Current room status
• Information endorsed between shifts
• Correspondence related to the current shift at the Front Desk
• Expected VIP or Group arrivals
• The day's events at the Resort
• Ensures that all reservations are checked, appropriate blockings are done, and bookings or blocking are updated.
• Ensures that the correct room status is promptly provided when requested.

CREDIT MANAGEMENT

• Advises the Finance Department of any potential credit risks and other related guest problems.
• Settles pending bills by contacting the concerned guest, Travel Agent, or company.

FACILITATES AND ENSURES A SUFFICIENTLY MANNED AND SUPPLIED FRONT DESK COUNTER AT ALL TIMES

• Maintains an active presence at the Front Desk to directly supervise the Service Associates attending to guests.
• Ensures availability of Front Desk supplies at all times.

ENSURES THAT TRANSACTIONS AT THE FRONT DESK ARE DONE SMOOTHLY AND EFFICIENTLY

• Ensures strict key control procedures are adhered to.
• Double-checks guest folios for completeness and accuracy.
• Confirms the number of due-out guests and scheduled late departures.
• Coordinates with Guest Relations regarding in-room check-in of guests.
• Transacts foreign exchange and paid-out requests at the Front Desk.
• Coordinates with the Concierge whenever necessary.
• Ensures that entries in every registration are properly encoded in the computer system.
• Double-checks group accounts daily for accuracy and ensures that these are always up-to-date.
• Ensures the ability of Front Desk staff to implement a manual back-up system for Front Desk functions in case of computer breakdown. Administers the usage of safety deposit boxes.
• Maintains an operations logbook.

ENSURES SAFE WORKING PRACTICES

• Implements safety standards and conducts training.
• Communicates standards to staff.
• Analyzes accident statistics.
• Nurtures accident prevention culture.

MONITORS CLEANLINESS AND HYGIENE STANDARDS

• Conducts regular inspections of all areas within the department.
• Constantly monitors cleanliness standards in the area.

MONITORS GROOMING AND APPEARANCE STANDARDS OF EMPLOYEES

• Sets standards and communicates to staff.

GUESTROOM ACCESS CONTROL

• Ensures strict adherence to the key control procedures of the Vanguards System.

GENERAL RESPONSIBILITIES

• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established policies and procedures to achieve the overall objectives of this position.
• Prepares reports as necessary to develop a more informative database for improved Management decision-making and critical evaluation of work activities.
• Maintains a favorable working relationship with all other Resort employees to foster and promote a cooperative and harmonious working climate.
• At all times, projects a favorable image of Quest Plus Conference Center Clark to the public.
• Practices and role-models the Guiding Principles and Core Values of Timberland Resort and ensures that employees practice the same.
• Performs any other duties and tasks that may be assigned by immediate superiors from time to time.