Job Description
Position Title: Front Office Supervisor
Department: Front Office
Reports To: Front Office Manager / Director of Rooms
Location: Seda Bonifacio Global City (BGC)
Job Summary
The Front Office Supervisor is responsible for supervising the daily operations of the Front Office to ensure efficient service delivery, accurate procedures, and exceptional guest experience. This role supports the Front Office Manager in managing the team, maintaining Seda brand standards, and ensuring smooth coordination with other departments.
Key Duties and Responsibilities
Front Office Operations
- Supervise daily Front Office operations including reception, guest arrivals and departures, cashiering, and guest inquiries.
- Ensure all Front Office procedures, SOPs, and brand standards are consistently followed.
- Monitor room status, reservations, and special guest requests in coordination with Housekeeping and Reservations.
- Ensure proper handling of guest accounts, billing accuracy, and cash handling procedures.
Guest Service & Experience
- Ensure delivery of excellent guest service and positive guest engagement at all times.
- Handle guest complaints, concerns, and service recovery professionally and promptly.
- Personally attend to VIPs, repeat guests, and special arrangements to ensure satisfaction.
Team Supervision & Development
- Supervise, coach, and motivate Front Office Associates.
- Conduct daily briefings and ensure staff are informed of hotel updates, occupancy, and service priorities.
- Assist in staff training, performance monitoring, scheduling, and discipline in coordination with HRD and Management.
- Prepare and monitor duty rosters to ensure adequate staffing based on occupancy levels.
Coordination & Communication
- Coordinate closely with Housekeeping, Engineering, Security, Sales, and F&B to ensure seamless guest service.
- Ensure effective shift handovers and clear communication among Front Office team members.
- Relay operational issues, guest feedback, and service improvements to the Front Office Manager.
Administrative & Compliance
- Prepare shift reports, incident reports, and other required documentation.
- Ensure compliance with hotel policies, safety standards, and security procedures.
- Assist during audits, inventories, and management reviews as required.
Qualifications
- Bachelor's degree or diploma in Hospitality Management, Hotel & Restaurant Management, or related field.
- At least 23 years of Front Office experience, with supervisory experience preferred.
- Strong knowledge of Front Office systems (Opera, POS, cashiering).
- Excellent communication, leadership, and customer service skills.
- Strong problem-solving ability and attention to detail.
- Willing to work on shifting schedules, weekends, and holidays.
