Here is an exciting opportunity for a seasoned Guest Service Manager to join the team at the Wyndham Costa del Sol, part of the IDILIQ Group.
Desplácese hacia abajo para encontrar los detalles completos de la oferta de trabajo, incluyendo la experiencia requerida y las funciones y tareas asociadas.
THE COMPANY
IDILIQ 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.
THE ROLE
The incumbent, reporting directly to the Front Office Manager, will be overseeing the daily operations of the front desk during their shifts, ensuring that all departments run smoothly, and guests receive excellent service. The Guest Service Manager act as the point of contact for guest concerns, staff queries, and operational issues, ensuring the highest standards of hospitality and guest satisfaction. The incumbent will also be responsible for resolving emergencies and ensuring statutory compliance in the absence of senior management.
Other key duties and responsibilities:
Supervise the daily operations during the shift, including front office, housekeeping, food and beverage, and maintenance.
Ensure smooth and efficient coordination between departments to deliver exceptional guest experiences.
Perform regular inspections of public areas, guest rooms, and back-of-house areas to ensure cleanliness, safety, and service standards are being maintained.
Handle guest complaints, concerns, and special requests, resolving issues promptly and professionally.
Greet VIP and returning guests, ensuring personalized service and attention to detail.
Monitor guest feedback and work with the management team to address areas of improvement.
Provide leadership and support to departments during shifts, ensuring high levels of motivation, training, and service delivery.
Assist with training new employees and reinforcing policies and procedures.
Conduct shift briefings to communicate important information to team members, such as guest preferences, operational updates, or special events.
Respond to emergencies (fire alarms, medical emergencies, etc.) and coordinate with security and emergency services as needed.
Ensure compliance with safety, health, and security protocols, including guest and staff safety during emergency situations.
Act as the point of contact for any urgent maintenance or operational issues that arise during shifts.
Monitor room availability and assist in yield management by ensuring room rates are optimized based on occupancy levels.
Ensure accuracy in guest billing, cash handling, and financial transactions during shifts.
Review shift reports, reconcile revenue, and prepare daily financial summaries for management.
Prepare detailed handover reports for the next shift and senior management, summarizing guest interactions, maintenance issues, and operational concerns.
Ensure compliance with policies, including room availability updates, occupancy tracking, and inventory management.
Work closely with department heads and the management team to implement operational strategies and improve service standards.
Participate in department meetings and contribute to decision-making on hotel improvements and staff development.
THE PERSON
Alongside 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.
Key Competencies
Excellent Service delivery
Strong problem-solving and decision-making abilities.
Operational efficiency
Communication
Planning & organisation
Resilience
Ability to multitask and handle stressful situations calmly and professionally
Background & Skills:
Minimum 2 years' experience as a Front Office Supervisor or Guest Service Manager within a large 4 / 5-star resort / holiday complex.
A business or hospitality management qualification or a graduate degree.
Experience with Opera Cloud
Understanding of payments systems and procedures
Understanding of emergency procedures
Experience of handling large leisure and corporate groups from a front office perspective
Four / Five star internationally branded hotel experience is an advantage
Fluency in Spanish and English
WHY SHOULD YOU JOIN?
Salary: Competitive Compensation & Benefits
Development: Extensive Learning & Development opportunities
Career: We will look after your career development
Exposure: Join a growing company and be part of our journey
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