Guest Service Manager - La Concha Resort

The Condado Collection•San Juan, PR

17d

About The Position

Overview The Condado Collection is a collection of hospitality properties in Puerto Rico ranging from classic and modern luxury full-service hotels, to fine dining and entertainment. La Concha Resort is a modern luxury resort in Condado, Puerto Rico with history dating back to 1958. Epitomizing the fun “Latino Chic” lifestyle, offering stylish amenities and a hot nightlife to all guests. We aim to create experiences and inspire journeys not only for our guests, but also our workforce. We are confident that our team members are the key in delivering passionate and authentic hospitality service. Let’s create a collection of memories together! Key Responsibilities Guest Services Manager, play a crucial role in maintaining high standards of guest satisfaction, fostering a positive work environment for staff, and contributing to the overall success of the hospitality operation. Deal with any guest requests and problems and satisfy their needs. Be prepared to perform all front desk functions, including switchboard, business center and guest relations, bell, and concierge. Constantly audit all desk work for accuracy and consistency. Assist in training and supervising front desk staff and other guest services personnel. Ensure staff members are knowledgeable about the facilities, services, and local attractions. Must provide the team with the resources to ensure guests’ satisfaction and ensure that the entire front desk department operates within the scope of a budget and well-defined management practices. Monitor guest feedback through surveys, reviews, and direct communication. Conduct regular operations meeting to discuss routine operational matters, departmental performance targets and guest feedback. Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure uniform and personal appearance are clean and professional. Maintain confidentiality of proprietary information. Perform other reasonable job duties as requested by supervisors.

Requirements

Hospitality oriented
Previous experience in a Guest Services within the hospitality industry (3 years)
Knowledge of hotel operations, reservation systems, and customer service best practices. (OPERA PMS/ MARSHA)
Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
Must possess excellent written and oral communication skills, analytical and problem-solving skills, good customer service skills and multi-tasking skills.
Should work well under pressure, even with minimal supervision.
Flexibility to work various shifts (day/night), including evenings, weekends, and holidays
Fully Bilingual (Spanish/English)

Nice To Haves

Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.

Responsibilities

Deal with any guest requests and problems and satisfy their needs.
Be prepared to perform all front desk functions, including switchboard, business center and guest relations, bell, and concierge.
Constantly audit all desk work for accuracy and consistency.
Assist in training and supervising front desk staff and other guest services personnel.
Ensure staff members are knowledgeable about the facilities, services, and local attractions.
Must provide the team with the resources to ensure guests’ satisfaction and ensure that the entire front desk department operates within the scope of a budget and well-defined management practices.
Monitor guest feedback through surveys, reviews, and direct communication.
Conduct regular operations meeting to discuss routine operational matters, departmental performance targets and guest feedback.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
Ensure uniform and personal appearance are clean and professional.
Maintain confidentiality of proprietary information.
Perform other reasonable job duties as requested by supervisors.