Director of Guest Services - La Concha Resort

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!

Responsibilities

• Responsible for the daily operation of the hotel, focusing on financial standards, and ensuring the highest level of guest satisfaction throughout their stay.
• Responsible for organizing, directing, and coordinating the work of front desk, bell, door, and concierge staff to maximize revenue and profit while attaining optimal guest satisfaction. 
• Responsible for responding to guests' requests and concerns and accommodating groups to ensure guests are satisfied and provide repeat business.
• Act as a point of contact for guest feedback, complaints, and special requests.
• Address any issues promptly and ensure guest satisfaction.
• Implement and maintain standards for guest services to uphold the hotel's reputation for excellence.
• Conduct regular inspections and audits to identify areas for improvement.
• Liaise with other hotel departments, such as housekeeping, maintenance, and food and beverage, to coordinate guest services and resolve any issues that may arise.
• 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. 
• Provide training and guidance to guest services staff to ensure they have the knowledge and skills to deliver exceptional service.
• Must maximize revenue and occupancy and create a positive team-oriented environment focused on guests.
• Develop and manage the guest services department budget, including staffing, supplies, cost control and equipment.
• Promote a culture of excellence in guest care through a warm welcome and a desire to exceed expectations.
• Conduct regular operations meetings to discuss routine operational matters, departmental performance targets and guest feedback.
• Be responsible for maximising profit through the consistent delivery of the highest standard of service and financial controls.
• Be responsible for all day-to-day queries, complaints or problems that arise in the hotel.
• Monitor the hotel functions book and familiarise yourself with all updates & amendments.
• Provides exemplary performance for staff to follow.
• Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to the manager; and complete safety training and certifications. 
• Develop and maintain positive working relationships with others, support the 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 duties as assigned by superiors. 

Qualifications

• Hospitality oriented. 
• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Previous experience in a guest services or front office management role within the hospitality industry (4 years min.) 
• Knowledge of hotel operations, reservation systems, and customer service best practices.
• 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 multitasking skills.
• Should work well under pressure, even with minimal supervision.
• Should also be able to work independently or as part of a large team.
• Attention to detail and a commitment to delivering outstanding service to guests.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Fully Bilingual (Spanish/English).

The Condado Collection is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.