Duty Manager / Front Office Supervisor

Job Summary:

To assist the Assistant Front Office Manager (AFOM) in handling Front Office Operations smoothly to achieve the “Total Guest Satisfaction” goal. The position is responsible for implementing Front Office policies and procedures, increasing average room rate (ARR), room revenue, and occupancy. The role also addresses guest complaints, responds to emergencies, and ensures efficient and courteous service at all times.

Responsibilities:

• Ensure all Front Office employees follow the company’s policies and procedures.
• Maintain the highest levels of guest satisfaction through excellent customer service.
• Assist AFOM in training, reviewing/updating departmental policies, coordinating office activities, and planning meetings or briefings.
• Coordinate with Security to maintain safety of premises, guests, and personnel, including responding to fire and safety alarms, potential security hazards, and bomb threats according to ETM Emergency Manual.
• Handle and maintain DM fund and cash advances, ensuring replenishment the next working day.
• Address conflict situations and guest complaints efficiently and courteously.
• Prepare DM event logs for management, ensuring accuracy and verification; conduct investigations if needed.
• Motivate Guest Service Agents to increase hotel revenue through upselling and converting inquiries to walk-in reservations.
• Monitor high balance of in-house guests and ensure payment collection.
• Review room discrepancy reports from Housekeeping.
• Assist Guest Service Agents with check-in and check-out processes.
• Support Reservations and Front Desk in handling room reservation requests.
• Oversee telephone operators for internal and external calls.
• Personally greet and assist VIP guests.
• Motivate employees to maintain a positive work atmosphere.
• Conduct Night Audit, monitor financial procedures, room rate changes, and rate variance reports.
• Ensure completion of Manager’s Report.
• Coordinate with Finance on all cashiering functions and credit procedures concerning Front Office.
• Ensure full knowledge of Emergency and Fire procedures and training of all Front Office staff.
• Prepare weekly departmental schedules for FOM approval.
• Direct and coordinate overall activities of the Security Department, enforcing safety regulations and house rules.
• Implement hotel safety, security, and emergency response procedures.
• Oversee VIP security plans and event supervision.
• Enforce policies, procedures, and rules for consistent guest service.
• Delegate and supervise all department staff to ensure operational matters are handled on time.
• Report crime incidents and emergency matters during night shift to Security Managers.
• Perform special duties assigned by Security Manager regarding emergency response and security protocol.

Minimum Requirements:

• Bachelor’s/College Degree in Hospitality, Tourism, Hotel Management, or equivalent.
• 2–4 years of working experience as Duty Manager / Front Office Supervisor in a hotel setting.
• Skills: Excellent customer service, cashiering, PMS knowledge.

Schedule:

• 6 days per week, shifting schedule

Compensation & Benefits:

• Basic Pay + Performance Incentives (entitlement upon date of hire)
• Duty Meal
• Uniform
• Company Leave Benefits (15VL/15SL, pro-rated from date of hire)
• Additional leave, free parking, health insurance, life insurance
• Promotion to permanent employee
• Staff meals provided

Salary: Php 25,000 – 40,000 per month

Job Type: Full-time, Permanent