HOTEL & CONVENTION CENTER, INC.

Tahao Road, Legazpi City

FRONT DESK SUPERVISOR

DIVISION: ROOMS DIVISION

DEPARTMENT: FRONT OFFICE DEPARTMENT
REPORTS TO: RESIDENT (HOTEL) MANAGER

Summary
Responsible for the successful daily operations of the Hotel Front Desk, Reservations, PABX, Bell and
Transportation departments. Must maintain a balance between guest satisfaction and effective business
management. Must ensure each team member meets or exceeds guest service expectations and ensure
team members work well together.

Principal Activities & Responsibilities

• Assist in scheduling and delegating work to the Front Desk, Reservations, PBX, Bell
Transportation sections.
• Oversee daily operational issues.
• Make recommendations to management regarding development, training and corrective action
of team members.
• Follow up on guest history, group block pick-ups and cut off dates.
• Remain current on room rates, room availability and emergency procedures.
• Resolve or refers to other Management all guest concerns, complaints or suggestions in a
continuous effort to provide superior guest service.
• Assist in the training, development and direction of the Hotel Front Desk, Reservations, PBX, Bell
and Transportation departments.
• Assist in creating, implementing, and achieving the departmental budgets for the Front Desk,
Reservations, PBX, Bell and Transportation departments.
• Utilizing established daily wage management techniques, time and attendance, payroll
management software, and appropriate adjustments to the proportionality of business needs to
staffing levels.
• Ensure all management directions and guest special requests or needs are properly noted in the
Front Office System for action by the appropriate hotel department prior to check-in.
• Prepare all weekly and monthly reports in accordance with required quality standards and
established deadlines.
• Responsible for promoting the hotel core values: Honesty, Personal Integrity, and Team Before
Self.
• Maintain appearance standards as outlined in La Piazza policies.
• Provide information & marketing programs to guests.
• Provide courteous service to guests and be cordial to all Team Members.
• Communicate effectively both orally and in writing.
• Maintain a good attendance record.
• Other duties as directed by management.
Level of Authority & Restrictions
 Directly supervises front office and guest services teams.
 Carry out supervisory responsibilities in accordance with the organization's policies and
applicable laws.
 Responsibilities include interviewing, hiring, and training employees; planning, assigning, and
directing work; appraising performance; rewarding and disciplining employees; addressing
complaints and resolving problems.

Physical & Mental Demands

 Able to project a professional manner at all times.
 Able to stay calm in difficult situations.
 Frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands
and arms; climb or balance and stoop, kneel, crouch, or crawl.

Working Conditions & Environment

 Must be able to work all shifts, weekends, holidays & special events as needed.

Minimum Job Requirements

 College graduate or equivalent.
 Front desk, reservations, bell staff and valet training or previous experience required.
 Computer experience essential, including all windows applications. Prefer individual that is
proficient in major Hotel Rooms management Systems
 Good organization and administration skills required.
 Fluent within data base programs preferred.
 Able to work in a team environment.
 Oral and written communications skills.
 Ability to work without supervision, to organize and track multiple projects with large amounts
of detail necessary.
 Ability to meet deadlines, and work well under pressure.
 Must pass and remain in compliance with drug free work place policies
 Must possess reasonable ability to communicate in English.
 This position is subject to pre-employment drug testing and criminal history background check
which may include fingerprinting.