Location: Hotel101 Madrid
Department: Hotel Operations
Employment: Type: Full-Time
About Us:
In the Philippines, hospitality is a way of life, rooted in warmth, sincerity, and genuine care that makes guests feel at home. This unique Filipino spirit inspires Hotel101 Global, the first Filipino global hotel brand, sharing our culture of connection and comfort worldwide.
Listed on Nasdaq under the ticker “HBNB,” we are proud to bring Filipino hospitality to the global stage.
Our innovative “condotel” model combines real estate and hospitality, offering consistent quality through our HappyRoom standard, powered by efficient, tech-driven operations.
For more information, visit
Job Summary:
The Guest Services Supervisor oversees daily guest-facing operations to ensure a consistently high standard of service at Hotel101 Madrid. This role is responsible for supervising front desk and guest services staff, resolving complex guest concerns, and ensuring that service procedures are followed effectively. The Guest Services Supervisor acts as a key liaison between guests and hotel departments, supporting smooth operations while fostering a professional, service-driven team environment.
Key Responsibilities:
• Supervise and support front desk and guest services staff during assigned shifts
• Ensure guest check-in, check-out, and service processes are executed efficiently and in line with hotel standards
• Handle escalated guest feedback, complaints, and special requests with professionalism and sound judgment
• Maintain a strong working knowledge of hotel facilities, services, policies, and local information
• Coordinate closely with housekeeping, maintenance, security, and other departments to ensure seamless guest experiences
• Monitor daily operations, including room status, arrivals, departures, and special guest requirements
• Assist with staff onboarding, training, and ongoing coaching to uphold service quality
• Ensure accurate handling of cash, billing issues, and system entries when required
• Prepare shift reports and communicate key operational updates to management
• Uphold safety, security, and data protection policies at all times
Qualifications:
• Previous experience in guest services, front office, or hospitality operations, preferably in a
supervisory or senior role
• Strong leadership and people-management skills
• Excellent problem-solving and decision-making abilities
• Strong customer focus with the ability to manage sensitive or escalated situations
• High level of organization, reliability, and attention to detail• Clear and professional communication skills, both verbal and written
• Ability to work under pressure and manage multiple priorities effectively
• Familiarity with hotel property management systems (PMS) is preferred
• Flexibility to work shifts, including nights, weekends, and public holidays
• Fluency in Spanish and English is required; fluency in additional languages is an advantage
How to Apply
* Send your CV to corp.services@hotel101global.com with the subject line: “Guest Services Supervisor – [Your Name]” .
* Notes: Right to work in Spain required. Background/reference checks may be conducted. Data will be processed in accordance with Hotel101 Global’s privacy policy.