Customer Service Advisor jobs in Spain

The Director of Pool Aquatics and Pool Food & Beverage is responsible for the comprehensive management and oversight of all poolside operations, including aquatics programming, lifeguard services, guest safety, and food and beverage services. This role ensures a world-class guest experience by maintaining the highest standards of safety, cleanliness, service, and hospitality across all pool areas. The ideal candidate is a strong leader with experience in both aquatic operations and high-volume F&B management in a luxury or resort environment

Essential Duties

• Oversee daily operations of all pool facilities, including recreational pools, lap pools, hot tubs, water features, and cabana services
• Develop and implement safety protocols, ensuring compliance with local, state, and federal regulations
• Lead and manage the lifeguard team, including hiring, training, scheduling, and performance management
• Coordinate aquatics programming such as swim lessons, water aerobics, and special events
• Manage pool maintenance schedules in coordination with engineering or maintenance teams
• Direct all poolside F&B operations including bars, restaurants, and cabana service
• Ensure excellent service standards, food safety compliance, and guest satisfaction
• Work with culinary and bar teams to design innovative poolside menus and seasonal offerings
• Manage F&B budgets, labor costs, inventory, and vendor relationships
• Accept any other duties and responsibilities assigned by the Executive Director, Guest Service
• Coordinate with relevant departments to satisfy customer needs
• Ensure all departments are running smoothly and enabled to handle the daily volume of guest movements
• Fulfil the operational requirements of the Rooms and Gaming Departments
• Ensure Team Members deliver Wynn Al Marjan high standards of quality, service and guest satisfaction
• Develop and monitor operations policies and procedures
• Monitor and inspect the daily upkeep and maintenance of areas in all three departments
• Ensure guests’ special requests are followed up
• Oversee department administration and paperwork
• Coordinate and monitor the preparation of department operating expenses
• Continuously improving health and safety standards
• Anticipate and respond to guests’ requests and handle complaints promptly and to their satisfaction
• Execute corrective action if necessary and ensure follow-through if no immediate solution can be found
• Provide feedback to guests’ recommendations, share their ideas with staff and management and include in planning and operations
• Schedule rosters and breaks and ensure manpower meets business demands
• Approve overtime/undertime records in a timely manner
• Create departmental training plans and write operating procedures
• Supervise, direct and lead the team to achieve department goals
• Conduct daily briefings and disseminate Company information to the team
• Hire, train, supervise, and manage staff in all three departments
• Support and assist departmental managers
• Coach, motivate, counsel and evaluate staff and encourage their participation in decision-making
• Test and correct any deviations from service procedures swiftly through on the job training
• Assess service standards and arrange training sessions and refresher courses for staff in coordination with the Trainer
• Develop and share your vision for the department
• Maintain effective communication with all Team Members by providing written and verbal translations
• Monitor Team Members’ manners and grooming according to Company standards
• Promote a work environment where team members feel valued, appreciated, involved, equal and safe
• Report daily progress to the direct report
• Monitor industry and market trends and recommend adjustments to services, pricing, and Team Member wage levels accordingly
• Suggest creative ideas to management to enhance the departments’ image and offering
• Interact with Department and Company Team Members, management, and contractors professionally and positively
• Attend Department and inter-Department meetings and share relevant information
• Encourage good relationships, promote team spirit, and ensure effective two-way and multicultural communications
• Adhere to the Company policies and procedures and comply with the Code of Conduct
• Remain well-mannered and well-groomed as per Department and Company standards
• Follow health and safety standards and strive for constant improvement to avoid health and injury hazards
• Participate in the Company recycling program and follow a strict discipline to reduce, re-use and recycle wherever possible
• Collaborate with Marketing to promote poolside events, specials, and brand-aligned experiences
• Develop and monitor departmental KPIs, revenue goals, and guest satisfaction metrics
  
  

Qualification

Education and/or Experience: High school degree or equivalent preferred. Hospitality or related education or experience preferred. Computer skills and basic knowledge of Microsoft Office a plus. Outstanding organizational and interpersonal skills as well as excellent attention to detail

Individual(s) must be able to perform each job responsibility satisfactorily. Strong knowledge of Aquatic safety regulations, F&B operations, and health code compliance. Minimum 7-10 years of leadership experience in hospitality, with at least 3 years in a similar dual-role capacity

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Conversational English required, second language a plus. Ability to write instructions. Ability to present information. Flexibility to adapt to changing priorities and transportation needs

CPR, First Aid, and Lifeguard Instructor certifications preferred