Supervisor de Servicio al Huesped - La Concha Resort

The Condado Collection•San Juan, PR

4d•Onsite

About The Position

The Condado Collection is a collection of hospitality properties in Puerto Rico, ranging from classic and modern luxury hotels to restaurants and entertainment. La Concha Resort is a modern luxury resort in Condado, Puerto Rico with a history dating back to 1958. Representing the fun "Latino Chic" lifestyle, it offers elegant amenities and a popular nightlife to all guests. Our goal is to create experiences and inspire journeys not only for our guests but also for our workforce. We are confident that our team members are the key to providing passionate and authentic service. Let's build a collection of memories together!

Requirements

Hospitality-oriented.
Must possess excellent written and oral communication skills, strong leadership skills, analytical and problem-solving skills, good customer service skills, and multitasking skills.
Able to handle difficult situations effectively.
Able to work quickly and efficiently, especially under pressure.
Flexibility to work various shifts, including nights, weekends, and holidays.
Fully bilingual (Spanish/English).

Nice To Haves

Bachelor's degree in Hotel and Restaurant Management, preferably.

Responsibilities

Responsible for ensuring an exceptional experience for hotel guests.
Leads and trains the guest services team, resolving problems and ensuring high standards of service quality are maintained.
Ensure a smooth check-in and check-out for all guests, properly handling guest accounts.
Act as a point of contact for guests, effectively resolving inquiries, complaints, and special needs.
Supervise check-in and check-out procedures, ensuring efficiency and guest satisfaction.
Knowledge of all front desk functions, including switchboard, business center, and guest relations, bell staff, and concierge.
Ensure all necessary resources and materials are available for the team.
During peak hours, be at the front desk to ensure efficient and smooth service is provided to all guests.
Constantly audit all front desk work to ensure accuracy and consistency.
Work closely with other departments to coordinate services and enhance the guest experience.
Prepare reports on guest service performance and present suggestions for improvement.
Cash closing for cashiers at the end of each shift.
Knowledge of etiquette and protocols.
Follow all company safety policies and procedures; report accidents, injuries, and unsafe working conditions to the manager; and complete safety training and certifications.
Develop and maintain positive working relationships with others, support the team to achieve common goals, and listen and respond appropriately to the concerns of other employees.
Ensure uniform and personal appearance are clean and professional, maintain the confidentiality of proprietary information.
Perform other duties as assigned by the supervisor.