Supervisor/a Recepción (Castillo Hotel Son Vida)

DESCRIPTION POSITION PURPOSE To ensure that Reception shifts are run efficiently, providing outstanding guest service, assisting Receptionists and Concierges , maintaining a calm, professional environment at all times. ESSENTIAL FUNCTIONS • Manages day to day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others • Prepare documentation for daily business. • Ensure prompt, efficient and courteous reception of guests. • Record and administer arrivals and departures. • Assist in training new staff members, coach them and monitor their performance. • Ensure full liaison with other members of the team • Ensure the desk is covered at all times, allocating meal breaks sensibly. • Full awareness of current daily status of Hotel. • Be aware of daily functions, events, VIP and group arrivals. • Ensure smooth hand over to next shift. • Handling communication and recording of complaints. • To carry out any other duties as required • Strong communication with other departments, especially Reservations and Concierge • Strong relationship with guests and internal customers • Key relationship with Front Office Manager , and other HOD’s REQUIREMENTS SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES Knowledge: Must be able to speak, write and converse fluently in English, and Spanish. German is a plus High level of Computer skills (Microsoft Office). Competencies: • Problem Solving and Decision Making • Adaptability: display flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. • Coworker & Customers Relationships QUALIFICATION STANDARDS • High school or equivalent education required. Bachelor’s Degree preferred (Tourism, Hospitality Management). • Knowledge of Opera and familiarity with Internet/MS Office applications and related IT preferred. • At least 3 years of experience within the hospitality industry (5* Hotel), Front Office department preferred.