Front Desk Supervisor

Education: University degree in Tourism, Hospitality, Business Administration, or related fields. Complementary training in Hotel Management and Customer Service is valued. Minimum Experience: Minimum 2 years of experience in a reception position within the hotel sector, preferably in a supervisory or leadership position. Experience using hotel management software (PMS), such as Opera, Fidelio, or similar. Other Requirements: Languages: Proficiency in Spanish and an intermediate/high level of English (other languages will be a plus). Leadership and team management skills. Proactive attitude, problem-solving, and customer orientation. Ability to work under pressure and make decisions in high-demand situations. Excellent presentation and communication skills. Schedule flexibility (rotating shifts, including weekends and holidays). Knowledge of safety and hygiene regulations in the hotel sector.

Their main mission is to guarantee excellence in customer service at the hotel reception, supervising and leading the reception team to offer a high-quality, efficient, and cordial service. Their objective is to ensure that all guests receive a memorable experience from arrival to departure, acting as the point of reference for incident resolution and the management of reception services. Additionally, they will be responsible for optimizing operational processes and maintaining constant communication with other departments to ensure the smooth running of the hotel.

Reception Team Supervision: Lead, motivate, and coordinate the reception team, guaranteeing a positive working environment. Assign daily tasks to reception staff and ensure their correct execution. Train and instruct new staff, ensuring they follow standard operating procedures. Check-In and Check-Out Management: Supervise and guarantee the proper check-in and check-out process, ensuring an agile and seamless experience for guests. Resolve any incidents that may arise during the guest arrival or departure process. Customer Service: Be the main point of contact for guests, ensuring that their needs are attended to in an efficient and personalized manner. Manage and resolve guest complaints or special requests, guaranteeing their satisfaction. Reservation Control: Supervise room availability and ensure that reservations are managed correctly, collaborating with the sales and marketing department. Control and update room rates and promotions according to hotel guidelines. Administrative Management: Perform occupancy reports, revenue analysis, and other required operational reports. Supervise the correct billing of guests, as well as the resolution of any payment discrepancies. Coordination with Other Departments: Collaborate closely with the Housekeeping, Maintenance, and other departments to guarantee guest satisfaction. Ensure that rooms are ready for guest arrival according to hotel standards. Security Control: Supervise hotel security during their shift, overseeing the correct management of keys and access to restricted areas. Report any security-related incidents and guarantee the correct application of regulations. Continuous Improvement: Identify opportunities for improvement in reception processes and propose innovative solutions. Ensure that operating procedures are followed in accordance with Palladium Hotel Group quality standards.