Front Desk Manager

Filinvest Hotel: QUEST HOTEL TAGAYTAY CITY



JOB SUMMARY:

In accordance with the policies, procedure and standards of Chroma Hospitality and Quest Hotels and Hotels, and under
the direct supervision of the Rooms Division Director, the Front Desk Manager is responsible for the general
administration and profitability of the operation of the Front Office department, including Front Desk, Concierge,
Telephone, Guest Relations, and Reservations

SCOPE AND RESPONSIBILITIES

1. MEETS AND EXCEEDS CUSTOMERS AND TEAM MEMBERS EXPECTATIONS by providing Only the BEST for our Guests! service and teamwork.

• Establishes and communicates customer service objectives which support achievements of Quests Mission and Vision.
• Monitors customer service levels and counsels employees with alternative methods of responding to customer requests.
• Responding to customer requests.
• Ensures that employees receive the training necessary to provide Only the BEST for our Guests! service.
• 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.
• Performs other duties as required to provide Only the BEST for our Guests! service and teamwork.

2. Leadership

2.1. 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.

3. CUSTOMER SATISFACTION

3.1. Monitors the level of customer satisfaction.

• Analyses customer feedback on quality and efficiency of service in the various Front Office sections.
• Coordinates with other departments regarding customer questionnaire analysis.

3.2. Exceeds customer satisfaction and maximizes return customers.

• Meets customers whenever possible.
• Practices maximum flexibility and creativity when dealing with special customers.

4.7. Conducts performance appraisals

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

4.8. Identifies and analyzes problems and develops solutions

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

5. TRAINING

5.1. Orientation and induction of new employees

• Prepares and utilizes Induction Checklist.
• Arranges on-the-job skills training.

5.2. Annual Training Plan

• Plans training activities to meet training needs.
• Sets priorities and prepares monthly plans in coordination with Department Trainer.

5.3. 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.

5.4. Succession Plan

• Ensures the successful implementation of the program in Front Office department.
• Coordinates with the Director of Human Resources in identifying potential candidates.
• Recommends appropriate developmental programs.

6. COMMUNICATION

6.1. Attends meetings as required

• Summarizes department/section performance.
• Highlights achievements, problems, challenges.
• Participates in discussions.

6.2. Conducts daily briefings

• Conveys important Hotel/Division/section information.
• Emphasizes current policies, new products/services.
• Reinforces standards.
• Feeds back customer comments.

6.3. Provides feedback to Management

• Highlights achievements, problems, challenges.

7. GUEST RELATIONS

7.1. Ensures adequate rapport with guests is established

• Regularly walks around the lobby to establish rapport with guests.
• Enhances customer service quality to differentiate us from competitors.
• Acts on guest concerns immediately.
• Encourages front liners to be proactive when it comes to customer needs.

8. PROFITABILITY

8.1. Maximizes occupancy and revenue

• Ensures the attainment of occupancy, average transient rate (ATR) and revenue targets so as to achieve maximum room yield.
• Determines and supervises rate structure for daily pick‑up guests to maintain forecasted average rate.
• Ensures all staff are aware of the current rate structure.
• Increase in certain segments; implements agreed strategies.
• Prepares rationale for strategies and submits to the Hotel Manager for approval.
• Projects expenses for the next 3 months.
• In charge of the profitability of Other Operating Department.

8.2. Practices cost containment measures

• Practices good expense management and implement the same in the department.

8.3. Prepares accurate forecasts for manning, operating expenses, etc.

• Maintains statistics.
• Makes cost projections based on inflation rate, spending power of customers and supplier costs.

8.4. Prepares budget for operating equipment, CAPEX

• Maintains file of equipment needed and obtains quotations for submission to the Front Office Manager as per hotel budget process.

9. ADMINISTRATION

9.1. Maintains records

• Profit & Loss
• CAPEX
• Front Office Policies and Procedures
• Front Office Standard Operating Procedures
• Training Records of the Front Office Department

9.2. Conflict management

• Resolves conflicts and/or issues existing within the department.

9.3. Employees Feedback

• Gains employees feedback on operational concerns affecting the departments productivity and efficiency, as well as other matters affecting their employment in the hotel.
• Relays relevant feedback to appropriate department/s for action.

9.4. Support

• Oversees and assists the Front Desk during heavy check‑in and check‑out.
• Observes Front Office operations to ensure authorized policies and procedures are being applied and followed by the employees.

10. HEALTH, SAFETY AND HYGIENE

10.1. Ensures safe working practices

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

10.2. Monitors cleanliness and hygiene standards

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

10.3. Monitors grooming and appearance standards of employees

• Sets standards and communicates to staff.

10.4. Guestroom Access Control

• Establishes and oversees strict adherence to the key control procedures of the Assa Abloy.

11. 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 Hotel 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 Hotel employees to foster and promote a cooperative and harmonious working climate.
• At all times, projects a favorable image of Quest Hotels and Hotels to the public.
• Practices and role‑model the Guiding Principles and Core Values of Quest Hospitality and ensures that the employees practice the same.
• Performs any other duties and tasks that may be assigned by immediate superiors from time to time.

QUALIFICATIONS:

• 3–5 years of experience in hotel front office operations, with at least 1–2 years in a supervisory or managerial role
• Strong knowledge of front office procedures, guest relations, reservations, and billing
• Proficient in Property Management Systems (PMS) (e.g., Opera, or similar)
• Excellent communication and interpersonal skills
• Proven ability to handle guest complaints and service recovery professionally
• Strong leadership and people management skills
• Good organizational skills and ability to multitask in a fast-paced environment
• Detail-oriented with strong problem-solving and decision-making abilities
• Flexible to work shifting schedules, weekends, and holidays
• Amenable to work in Tagaytay City.