Front Office Manager

Filinvest Hotel: QUEST PLUS CONFERENCE CENTER MANILA

To oversee and manage the Front Office operations of Quest Plus Manila, ensuring the delivery of exceptional service and an outstanding guest experience at all times. This role is responsible for maintaining the highest standards of hospitality, professionalism, and efficiency in all guest interactions.

The incumbent will establish, nurture, and maintain strong professional relationships with hotel guests, corporate clients, and patrons, ensuring their needs are anticipated and met promptly. Additionally, the role involves leading the Front Office team, implementing operational policies and procedures, monitoring performance, and continuously identifying opportunities to enhance service quality and guest satisfaction.

Key responsibilities include optimizing check-in and check-out processes, handling guest inquiries and concerns with discretion and professionalism, coordinating with other departments for seamless service delivery, and ensuring that all Front Office operations align with the hotel's brand standards and operational objectives.

This position plays a critical role in shaping the first and lasting impressions of Quest Plus Manila's guests, driving both loyalty and positive guest feedback.

Guest Experience and Relationship Management

• Foster a culture of trust and professionalism within the Front Office team, ensuring all
  employees act with integrity and accountability in every guest interaction.
• Serve as a role model for exceptional service, consistently demonstrating attentiveness, empathy, and proactive problem-solving to elevate the guest experience.
• Actively engage with guests to anticipate needs, personalize service, and create memorable experiences that build loyalty and positive brand reputation.

Complaint Management and Resolution

• Handle guest complaints and feedback promptly, professionally, and with discretion, ensuring
  that issues are resolved to the satisfaction of the guest while adhering to hotel policies.
  
• Train and empower Front Office staff to manage guest concerns effectively, promoting a
  solutions-oriented mindset that minimizes escalation.
• Monitor recurring issues and provide actionable insights to management, recommending
  improvements in service delivery, operational processes, and staff training.

Trust and Team Leadership

• Build a trusting environment within the Front Office team, encouraging open communication,
  accountability, and collaboration.
  
• Ensure that confidential guest information and hotel operations are handled with the utmost
  discretion and ethical responsibility.

Revenue Optimization

Support room sales efforts by implementing effective yield management
strategies to maximize hotel revenue and occupancy, ensuring alignment with overall business
objectives.

Budgeting and Financial Planning

 Assist the Hotel Manager in preparing and monitoring the
annual Front Office budget, ensuring operational efficiency, cost control, and alignment with
financial targets.

Operational and Security Controls

 Implement and maintain all key control procedures for Front
Office operations, actively participating in matters related to guestroom security, safety, and loss
prevention to safeguard hotel assets and ensure guest confidence.

JOB QUALIFICATIONS

• Bachelors degree in Hospitality Management, Hotel Administration, or related field.
• Minimum of 35 years of experience in front office operations, preferably in a hotel or resort setting.
• Strong leadership and team management skills with the ability to motivate and develop staff.
• Excellent customer service and guest relations skills.
• Proficiency in property management systems (PMS) and Microsoft Office Suite.
• Strong problem-solving, organizational, and multitasking abilities.
• Excellent communication skills, both verbal and written.
• Willingness to work in Muntinlupa City.