Guest Services Supervisor - La Concha Resort
On-siteSan Juan, San Juan, Puerto Rico
Job Summary
Lead and train the guest services team, resolving issues and ensuring high standards of service quality are maintained. Oversee check-in and check-out procedures, properly handling guest accounts and acting as a point of contact for inquiries, complaints, and special needs. During peak hours, be at the front desk to ensure efficient service, while constantly auditing desk work for accuracy and consistency. Prepare reports on guest service performance and present suggestions for improvement. Bank out cashiers at the end of each shift and ensure all necessary resources are available. Work closely with other departments to coordinate services and improve the guest experience. Fully bilingual in Spanish and English, with flexibility to work various shifts, including evenings, weekends, and holidays.
Required Qualifications
- Hospitality oriented
- Have Opera PMS and MARSHA skills
- Must possess excellent written and oral communication skills
- Must possess strong leadership skills
- Must possess analytical and problem-solving skills
- Must possess good customer service skills
- Must possess 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)
Desired Qualifications
- Bachelor's degree in Hotel and Restaurant Management or Hospitality Management
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