Front Desk Supervisor
5 days ago
Barcelona
Defining modern Barcelona since 2016, Casa Bonay is cherished by both visitors and locals for the quality and authenticity of its hospitality, culinary, and cultural offerings across its diverse spaces. Founded and led by local entrepreneur Inés Miró Sans with the aim of restoring glamour and injecting authenticity into the city's tourism scene, Casa Bonay is a space for cultural exchange and a base for relaxation and exploration, infused with the spirit of the Catalan capital. Today, this carefully restored historic building houses a boutique hotel, a celebrated tapas bar, a specialty coffee shop, a cocktail bar, a rooftop terrace, and even its own high-fidelity listening room. From stunning architecture filled with period details to a packed calendar of culinary pop-ups, live performances, and events in its social spaces, Casa Bonay showcases the very best that Barcelona has to offer for everyone. The mission of the Front Desk Supervisor position is to: ➔ Supervise the front and back operations of the reception department. ➔ Ensure that guests' and clients' stays reach excellent satisfaction levels, fostering loyalty and creating a warm environment that makes them feel at home. Regarding the responsibilities and duties of the role, the Front Desk Supervisor will be responsible for: Ensure excellence in service quality and guest experience: • Welcome guests in a warm and friendly manner. Introduce them to the hotel and to the Front Desk team members., • Build a high-quality relationship with guests and anticipate their needs throughout their stay., • Handle complaints and incidents that the Front Desk team cannot manage directly, seeking support from the Hotel Manager when necessary., • Ensure that a personalized service is offered to each and every guest., • Maintain excellent knowledge of all reception operating and IT systems, as well as internal procedures, processes, and standards., • Review daily arrivals and departures, as well as room allocations, ensuring the best available option is chosen for each guest, taking into account all relevant information: arrival times, preferences, special occasions, repeat guests, VIPs., • Ensure that the Housekeeping and Maintenance departments receive the daily notes regarding any potential issues, VIP arrivals, and the day's priorities., • Report to the Hotel Manager the daily notes, incidents, and established priorities., • Inspect VIP rooms and ensure that the standards set by hotel management are met., • Prepare the necessary information to be shared with all departments during the daily meetings., • In the absence of the Hotel Manager, review material stock levels and place the necessary orders: minibars, amenities, cleaning products, printed materials, and support items., • Coordinate the daily operations of the Front Desk team, fostering a positive work environment and reporting any issues that may affect the team to the Hotel Manager., • Prepare, review, and share monthly schedules, making necessary adjustments when needed., • Onboard and train new team members, providing support for the development of their skills., • Lead and motivate the Front Desk team to deliver a high level of service to guests., • Ensure the Front Desk team is well-presented, following organizational standards: uniform, personal hygiene, punctuality, etc., • Ensure the Front Desk team has up-to-date knowledge of hotel products, services, facilities, events, pricing, policies, as well as local area and city events., • Participate in the recruitment of new team members., • Promote good communication and a positive atmosphere between the reception and other departments., • Review production reports, ensuring that daily billing is accurate and reporting any auditing issues., • Review credits and follow up on outstanding invoices., • Review any extras, night shifts, and holidays assigned to Front Desk team members and report them to the Hotel Manager., • Ensure that the hotel's pricing policy and sales arguments are properly applied, in line with the revenue strategies established by the Sales management., • Prepare the monthly commission report., • Prepare the report summarizing the monthly VIP guest services., • Review commission invoices before sending them to the Administration department for payment processing., • Reconcile invoices for third-party services offered by the hotel to guests., • Academic background in Hospitality Management, Tourism, and/or Hotel Management., • Minimum of 3 years of experience in the position., • Experience using reservation software; knowledge of Ulyses Cloud is a plus., • Proficiency in computer tools: Microsoft Office suite., • Bilingual knowledge of English and Spanish; knowledge of other languages is a plus., • Proactivity and excellent customer orientation., • Leadership and team management skills., • Excellent communication skills., • Strong customer focus., • High organizational skills., • Results-oriented., • Problem-solving and critical thinking., • Time management and prioritization., • The opportunity to be part of a dynamic and passionate team at one of Barcelona's most iconic hotels., • An inclusive and collaborative work environment that values personal and professional growth., • Fixed salary + performance-based incentives., • Flexible compensation program., • Staff meal., • Friends & Family: 15% discount on products and services., • 30 calendar days of annual and winter vacation., • Continuous training and innovation.
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