Front Office Supervisor

Filinvest Hospitality Property: Quest Plus Conference Center ClarkExperience: 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’ EXPECTATIONSEstablishes 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 REPORTSDevelops 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 SATISFACTIONAnalyses customer feedback on quality and efficiency of the Front Desk.LEADS THE TEAMUpfront, hands-on, visible leadership.MOTIVATES EMPLOYEESProvides positive feedback and reinforcement.Practices effective listening.Seeks out employees’ concerns and offers assistance.COACHES, COUNSELS, DISCIPLINES EMPLOYEESLogs specific incidents.Sets time aside to offer advice.Implements consistently and fairly Resort discipline practices.DETERMINES PRIORITIES, SETS GOALS, AND FOLLOW-UPSPrepares monthly action plan.Prepares daily to-do list.MONITORS AND CONTROLS ATTENDANCE, SHIFT ROSTERSPrepares Attendance Sheets.Prepares shift rosters.Maintains absence statistics and does follow-up actions.CONDUCTS PERFORMANCE APPRAISALSCompletes appraisal forms for all staff.Analyzes training needs and schedules training.Conducts probation period reviews.IDENTIFIES AND ANALYZES PROBLEMS AND DEVELOPS SOLUTIONSRecords critical incidents.Shares problems with the team and discusses solutions.ORIENTATION AND INDUCTION OF NEW EMPLOYEESConducts on-the-job skills training.CONDUCTS TECHNICAL JOB KNOWLEDGE TRAININGUtilizes 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 REQUIREDSummarizes section performance.Highlights achievements, problems, and challenges.Participates in discussions.Reinforces standards.Feeds back customer comments.PROVIDES FEEDBACK TO MANAGEMENTHighlights achievements, problems, and challenges.ROOM ALLOCATIONSVerifies and updates the following:Current room statusInformation endorsed between shiftsCorrespondence related to the current shift at the Front DeskExpected VIP or Group arrivalsThe day's events at the ResortEnsures 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 MANAGEMENTAdvises 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 TIMESMaintains 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 EFFICIENTLYEnsures 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 PRACTICESImplements safety standards and conducts training.Communicates standards to staff.Analyzes accident statistics.Nurtures accident prevention culture.MONITORS CLEANLINESS AND HYGIENE STANDARDSConducts regular inspections of all areas within the department.Constantly monitors cleanliness standards in the area.MONITORS GROOMING AND APPEARANCE STANDARDS OF EMPLOYEESSets standards and communicates to staff.GUESTROOM ACCESS CONTROLEnsures strict adherence to the key control procedures of the Vanguards System.GENERAL RESPONSIBILITIESKeeps 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.