Front Desk Officer, Quezon City

The GSA Supervisor is directly responsible for overseeing the Front Desk (GSA) team, ensuring smooth and professional service delivery throughout all shifts. This position demands an organized and hands-on leader who ensures Front Desk Officers perform according to operational standards and deliver exceptional guest service.

Key Responsibilities (Aligned to Front Desk Officers):

• Supervision & Shift Oversight:
• Lead and manage the performance of Front Desk Officers during all operational hours.
• Ensure GSAs are present, properly assigned, and fulfilling duties during shifts.
• Step in to cover front desk duties when short-staffed to avoid service gaps.
• Compliance & Auditing:
• Conduct regular audits to ensure Front Desk Officers follow SOPs, safety, and guest service standards.
• Monitor grooming, behavior, and adherence to protocols.
• Reporting & Accountability:
• Review shift reports, logs, and guest feedback submitted by GSAs.
• Investigate issues raised during or after shifts.
• Submit Incident Reports (IRs) for non-compliance or violations by any GSA team member.
• Training & Development:
• Onboard and train new GSAs on front desk systems and guest handling.
• Provide coaching and corrective feedback to underperforming GSAs.
• Conduct regular performance checks and evaluations.
• Cross-Department Coordination:
• Work closely with housekeeping, maintenance, security, and other departments to ensure seamless guest experiences.
• Handle special requests, VIP arrivals, or guest complaints escalated by GSAs.