Lyka Carreon

Front Office Supervisor at Delmon International Hotel (2013-01 – Present)

Greet guests warmly and assist with check-in and check-out procedures.
Resolve guest complaints promptly and professionally to ensure satisfaction.
Monitor guest feedback and suggest service improvements to enhance experiences.
Coordinate VIP arrivals, group bookings, and special requests.
Ensure accurate guest profiles are updated in the PMS (Property Management System).
Supervise and support receptionists, bell staff, and concierge team.
Assign daily tasks and monitor front desk coverage to avoid service gaps.
Train new front office staff and conduct ongoing coaching to maintain performance standards.
Conduct shift briefings and ensure smooth handovers between shifts.
Ensure accurate billing, posting, and cashiering in accordance with hotel policies.
Prepare daily shift reports, occupancy forecasts, and handover notes.
Maintain logbooks, incident reports, and ensure accurate documentation of guest issues.
Monitor front office inventory (e.g., key cards, forms, stationery) and liaise with suppliers.
Liaise with Housekeeping, Engineering, and F&B to coordinate guest needs and room readiness.
Act as the main point of contact during emergencies or incidents on shift.
Ensure all front office communications reflect professionalism and brand tone.
Ensure adherence to hotel policies, health and safety protocols, and fire/emergency procedures.
Maintain confidentiality and security of guest and hotel information.
Monitor staff grooming and uniform compliance in line with brand standards.

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