Here is an exciting opportunity for an Assistant Front Office Manager to join the team at the Wyndham Costa del Sol part of the IDILIQ Group.
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brTHE COMPANY
brIDILIQ Group, a Wyndham Hotels Resorts partner, are pioneers of the resort-based residence concept with over 40 years’ experience. IDILIQ Group design, develop and manage residences, and sell resort-based properties in some of the most sought-after holiday destinations around the world.
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brTHE ROLE
brThe incumbent, reporting directly to the Front Office Manager, will be overseeing the daily operations of the front desk and guest services, ensuring that high standards of service are always maintained. This role includes supervising front desk team, resolving guest concerns, managing check-ins and check-outs, and assisting with operational efficiency to enhance guest satisfaction.
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brOther key duties and responsibilities:
brIn conjunction with the Front Office Manager, supervise, train, and motivate front desk team to provide exceptional guest service.
brMonitor the performance of front desk team, ensuring adherence to the IDILIQ and brand policies, procedures, and service standards.
brMonitor guest satisfaction levels (OSAT) and taking appropriate corrective action to drive performance.
brAssist with room assignments, guest registrations, and accurate billing.
brHandle guest inquiries, requests, and complaints in a prompt and courteous manner.
brEnsure VIP guests, repeat customers, and special occasion guests receive personalized service.
brMonitor guest feedback through surveys, online reviews, and comment cards, ensuring guest concerns are addressed and resolved.
brAssist in recruiting, onboarding, and ongoing training for front desk employees.
brAssist in work schedules as when needed.
brConduct employee one-to-one conversations and provide relevant feedback in coordination with the Front Office Manager.
brSupport the Front Office Manager in ensuring the department operates efficiently, addressing any issues that arise during the shift.
brAssist in preparing work schedules and managing staff shifts to ensure proper coverage.
brHelp manage inventory for front office supplies and guest amenities, ensuring adequate stock is available at all times.
brWork closely with other departments (e.g., housekeeping, reservations, maintenance) to coordinate services and ensure timely resolution of guest requests and room readiness.
brCommunicate important guest information (e.g., special requests, complaints) with relevant departments and team members.
brAct as the primary point of contact in the absence of the Front Office Manager
brEnsure compliance with policies regarding safety, security, and procedures.
brEnsure that all cashiering procedures comply with accounting policies and standards namely:
bra) Shortages/overages
brb) Late charges
brc) Petty cash/paid outs
brd) Adjustments
bre) Posting charges
brf) Payment methods/processing
brg) Cashier reports
brh) Balancing receipts
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brAnticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
brPromotes the Wyndham Rewards program and ensures enrollment targets are met, and that the team is trained and confident on how to drive enrollments.
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brTHE PERSON
brAlongside the professional competencies outlined below, the successful candidate will demonstrate the fundamentals of Wyndham Hotels Resorts’ Count on Me! Service Culture to Be Responsive, Be Respectful and Deliver a Great Experience. This will form the cornerstone of their approach as they carry out all tasks with the Count on Me! Building Blocks in mind: Compassionate, Engaged, Dependable, Courteous, Engaged, Inclusive, Hospitable, Prepared and Personalised.
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brKey Competencies
brExcellent Service delivery
brTeam Management
brStrong problem-solving and decision-making abilities.
brOperational efficiency
brCoaching Training
brCommunication
brPlanning organisation
brDriving Result
brResilience
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brBackground Skills:
brMinimum 2 years’ experience as a Front Office Supervisor or Guest Service Manager within a large 4 / 5-star resort / holiday complex.
brA business or hospitality management qualification or a graduate degree.
brExperience with Opera Cloud
brUnderstanding of payments systems and procedures.
brExperience of handling large leisure and corporate groups from a front office perspective
brFour / Five star internationally branded hotel experience is an advantage
brProven track record of driving quality and revenue within the front office department
brFluency in Spanish and English
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brWHY SHOULD YOU JOIN?
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brSalary: Competitive Compensation Benefits
brDevelopment: Extensive Learning Development opportunities
brCareer: We will look after your career development
brExposure: Join a growing company and be part of our journey
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brDisclaimer
brThis job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed directly by the franchisee. You should not expect any form of employment status with Wyndham Hotels and Resorts. You will not be eligible for any compensation or benefits beyond those provider to you by the Franchisee.