RWVMM - Reception Manager

Rosewood Hotel Group; Madrid; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Reception Manager who excels in communication and guest relations. This pivotal role involves overseeing daily operations, ensuring high standards of service, and fostering a positive atmosphere for both guests and staff. The ideal candidate will have a strong background in hospitality management, with at least three years of experience in a managerial position at an ultra-luxury hotel. This position offers the opportunity to lead a dedicated team, implement brand standards, and contribute to an exceptional guest experience. If you are passionate about hospitality and thrive in a dynamic environment, this role is perfect for you.

Formación

• 3+ years of Front Office experience in a managerial role at an ultra-luxury hotel.
• Strong command of spoken and written Spanish and English.

Responsabilidades

• Manage daily operations ensuring quality and guest satisfaction.
• Handle guest concerns and ensure proper resolutions.

Conocimientos

Communication Skills

Attention to Detail

Multitasking

Guest Relationship Management

Leadership

Problem Solving

Educación

Bachelor’s degree in hospitality management

Herramientas

Opera Management System

HotSOS

Microsoft Office Applications

Descripción del empleo

We are looking for a Reception Manager with excellent communication skills, a high level of attention to detail and the ability to multitask. This role requires skills with managing guest relationships and delivering high standards of communication; both written and spoken.

Essential Duties and Responsibilities :

• Ensure that all company brand standards are implemented and followed at all times.
• Work closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Contribute to the collective commitment of a unique guest experience - to create a sense of place. Support new members of the Rooms team.
• Handle guests concerns and comments and find a proper resolution to ensure guest satisfaction. Report to work on time, ensuring appearance and presentation meet the required standards.
• Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
• Assist the Director of Front of House to develop specific goals and plans to prioritize, organize, and accomplish work.
• Develop Assistant Front Office Managers through defined Key Performance Objectives and established Personal Development Plans.
• Interact with various departments to ensure all guest requests are completed.
• Constantly monitor staff performance in all phases of service and job functions.
• Rectify any deficiencies with respective personnel to include Assistant Front Office Managers and Front Desk staff.
• Support the Director on conducting department meetings and continually communicate a clear and consistent message regarding the Front Office and hotel goals to produce desired results.
• Display leadership in guest hospitality, exemplify excellent customer service, and create a positive atmosphere for guest relations.
• Support the Director in developing and updating policies and manuals, as related to the department, for implementation in the field, while ensuring compliance to the same for consistency across the group.
• Actively participate in the recruitment and talent development for the department, to meet both current and future needs.
• Support the hotel philosophy concerning hiring, employee relations, disciplinary action, training, counselling, evaluating, etc.
• Anticipate critical situations and assist wherever necessary to alleviate the pressure and to assist the guest expediently.
• Report any defects in the building, plant or equipment according to hotel procedure and follow-up accordingly.
• Manager on Duty Functions Overall in-charge of Front Office operations on the shift assigned to them. Handle and resolve guest complaints and other related problems, subsequently to be reported through email, SMS, voice call or EGG report.
• Serve as secondary managerial support to non-FO departments during their shift. Check cleanliness and orderliness of lobby and other public areas. Report any noticeable cleanliness and maintenance issues.
• Ensure that staff are in proper appearance and behavior during their shift. Assist in handling room assignments and resolve room block conflicts according to availability.
• Check and resolve room and person discrepancies as reported by Housekeeping. Operate OPERA Management system in order to assist the Front Office Team. Assist in SAG arrival and departures.
• Assist in inspecting SAG rooms. Answer complex inquiries and attend to the needs of the guests. Approve and sign for petty cash, rebates and others as required by Front Office cashier operations.
• Follow through completion of Front Desk shift checklist. Discuss all matters needed to follow-up with the next Manager on Duty. Secure detailed pass-on from the previous Manager on Duty.
• Assist with guest site visits. Promote and maintain good public relations. Motivate and maintain good staff relations.

Critical Skills & Qualification

• Bachelor’s degree in hospitality management or equivalent work experience.
• Three years’ Front Office experience in a managerial position at an ultra-luxury hotel, preferably in a union environment.
• Experience in implementing and driving programs and procedures within a team. Thorough knowledge of Hotel Operations, Hotel Services, Hotel’s policies and regulations, technical knowledge of Opera, HotSOS and Microsoft Office Application.
• Strong command of both spoken and written Spanish and English with fluency in other languages preferred. Fluency in Spanish is a requirement for this role.
• Excellent interpersonal relationship with positive demeanor and ability to work cohesively as part of a team and capable of engaging emotionally with guests.

While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.