Assistant Front Office Manager

Upscale, 5 star hotel in Barcelona, Port Olimpic, being in the city centre, but only a few metres from the beach.

With an unbeatable location overlooking the sea and close to the beach, it is ideal for business and leisure travelers.
It has comfortable rooms, two pools and a gym. For meetings, it has fully equipped rooms that can hold up to 800 people.
Our dedication and commitment are centered on meeting the needs of our guests, ensuring they have an exceptional and fulfilling stay in Barcelona.

Barcelona, the city of Gaudí, is one of the most vibrant and innovative destinations in the country. It is no surprise that major technological events, such as the Mobile World Congress, are hosted here. However, beyond its forward-thinking spirit, Barcelona is deeply rooted in culture and history, essential to understanding its unique character.

Sofitel Barcelona Skipper enjoys a privileged location, right across from Barceloneta, the city's most iconic beach. Just a short walk away, guests can explore the enchanting Gothic Quarter, one of Barcelona's most renowned cultural and historical landmarks. Additionally, the hotel offers excellent connectivity to both the airport and the main train station, ensuring seamless travel for all visitors.

Job description

Assist the Front Office Manager in the operational management of the department, ensuring the smooth running of reception services, optimizing the guest experience, and contributing to the achievement of the hotel's objectives in terms of quality and profitability. Additionally, they must lead, train, and motivate the team to maintain the highest standards of service.

In the absence of the Front Office Manager, they will assume full responsibility for the department, ensuring continuity and excellence in service.

• Represent the hotel's image with professionalism, warmth, and efficiency in every interaction with guests.
• Supervise that all tasks oriented towards guest comfort and satisfaction are managed with priority.
• Resolve incidents and manage complaints proactively and effectively, ensuring customer satisfaction.
• Stay informed about the local area (history, points of interest, special events) to advise guests.
• Guarantee the correct management of arrivals and departures, especially for VIP guests.
• Supervise and guarantee compliance with brand standards in attention and service.
• Ensure correct coordination between reception, housekeeping, and other departments to provide a highly satisfactory guest experience.
• Control and supervise night audit reports, credit limits, deductions, and refunds.
• Support the management of billing, cash handling, and the preparation of management reports.
• Control communication procedures within the team to guarantee efficiency and clarity in daily operations.
• Supervise cost control and the efficient management of department resources.
• Promote upselling strategies and revenue maximization within the department.
• Guarantee that the team is knowledgeable about current rates, customer segments, and promotions.
• Identify opportunities to improve the guest experience and generate additional revenue.
• Analyze trends and report risks and opportunities to the Front Office Manager for strategic decision-making.
• Ensure compliance with labor regulations and internal procedures within the department.
• Manage low-performance incidents in coordination with People & Culture.
• Supervise compliance with schedules, vacations, and absenteeism control.
• Guarantee that all department staff attend mandatory training.
• Guarantee that notice boards are updated with the agreed information.
• Assume responsibility for ensuring that all tasks are completed accurately and within established deadlines.
• Perform other reasonable work tasks as requested by supervisors, analogous and/or equivalent functions inherent to the professional service itself.

Upscale, 5 star hotel in Barcelona, Port Olimpic, being in the city centre, but only a few metres from the beach.

With an unbeatable location overlooking the sea and close to the beach, it is ideal for business and leisure travelers.
It has comfortable rooms, two pools and a gym. For meetings, it has fully equipped rooms that can hold up to 800 people.
Our dedication and commitment are centered on meeting the needs of our guests, ensuring they have an exceptional and fulfilling stay in Barcelona.

Barcelona, the city of Gaudí, is one of the most vibrant and innovative destinations in the country. It is no surprise that major technological events, such as the Mobile World Congress, are hosted here. However, beyond its forward-thinking spirit, Barcelona is deeply rooted in culture and history, essential to understanding its unique character.

Sofitel Barcelona Skipper enjoys a privileged location, right across from Barceloneta, the city's most iconic beach. Just a short walk away, guests can explore the enchanting Gothic Quarter, one of Barcelona's most renowned cultural and historical landmarks. Additionally, the hotel offers excellent connectivity to both the airport and the main train station, ensuring seamless travel for all visitors.

Descripción del empleo

Asistir al Front Office Manager en la gestión operativa del departamento, garantizando el buen funcionamiento de los servicios de recepción, optimizando la experiencia del huésped y contribuyendo a la consecución de los objetivos del hotel en términos de calidad y rentabilidad. Además, deberá liderar, formar y motivar al equipo para mantener los más altos estándares de servicio.

En ausencia del Front Office Manager, asumirá la plena responsabilidad del departamento, asegurando la continuidad y excelencia en el servicio.

• Representar la imagen del hotel con profesionalismo, calidez y eficiencia en cada interacción con los huéspedes.
• Supervisar que todas las tareas orientadas a la comodidad y satisfacción de los huéspedes sean gestionadas con prioridad.
• Resolver incidencias y gestionar reclamaciones de manera proactiva y eficaz, asegurando la satisfacción del cliente.
• Mantenerse informado/a sobre la zona local (historia, lugares de interés, eventos especiales) para asesorar a los huéspedes.
• Garantizar la correcta gestión de llegadas y salidas, especialmente de huéspedes VIP.
• Supervisar y garantizar el cumplimiento de los estándares de la marca en la atención y el servicio.
• Asegurar la correcta coordinación entre recepción, housekeeping y otros departamentos para proporcionar una experiencia altamente satisfactoria al huésped.
• Controlar y supervisar los informes de auditoría nocturna, límites de crédito, deducciones y reembolsos.
• Apoyar en la gestión de facturación, caja y elaboración de informes de gestión.
• Controlar los procedimientos de comunicación dentro del equipo para garantizar eficiencia y claridad en la operativa diaria.
• Supervisar el control de costes y la gestión eficiente de los recursos del departamento.
• Fomentar estrategias de upselling y maximización de ingresos en el departamento.
• Garantizar que el equipo tenga conocimiento de las tarifas, segmentos de clientes y promociones vigentes.
• Identificar oportunidades para mejorar la experiencia del huésped y generar ingresos adicionales.
• Analizar tendencias y reportar riesgos y oportunidades al Front Office Manager para la toma de decisiones estratégicas.
• Asegurar el cumplimiento de normativas laborales y procedimientos internos en el departamento.
• Gestionar incidencias de bajo rendimiento en coordinación con People & Culture.
• Supervisar el cumplimiento de horarios, vacaciones y control de absentismo.
• Garantizar que todo el personal del departamento asista a las formaciones obligatorias.
• Garantizar que los tablones de anuncios estén actualizados con la información acordada.
• Asumir la responsabilidad de garantizar que todas las tareas sean completadas con precisión y dentro de los plazos establecidos.
• Realizar otras tareas laborales razonables según lo soliciten los supervisores, aquellas funciones análogas y/o equivalentes, inherentes a la propia prestación profesional.