What are the responsibilities and job description for the Guest Services Supervisor - La Concha Resort position at The Condado Collection?
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 ensuring an exceptional experience for hotel guests.
- Leads and trains the guest services team, resolving issues, and ensuring that high standards of service quality are maintained.
- Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.
- Act as a point of contact for guests, effectively resolving inquiries, complaints, and special needs.
- Oversee check-in and check-out procedures, ensuring efficiency and guest satisfaction.
- Knowledgeable in all front desk functions, including switchboard, business center and guest relations, bell, and concierge.
- Ensure that 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 desk work for accuracy and consistency.
- Work closely with other departments to coordinate services and improve guest experience.
- Prepare reports on guest service performance and present suggestions for improvement.
- Bank out cashiers at the end of each shift according to the blind drop procedure.
- Be knowledgeable about etiquette and protocols.
- 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 the supervisor.
Qualifications
- Hospitality oriented
- Bachelor’s degree in Hotel and Restaurant Management or Hospitality Management is a strong plus but not required.
- Have Opera PMS and MARSHA skills.
- 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 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.
