.Job Number: 24116843Job Category: Rooms & Guest Services OperationsLocation: Hotel Arts Barcelona, Marina 19-21, Barcelona, Barcelona, Spain VIEW ON MAPSchedule: Full-TimeLocated Remotely? NRelocation? NPosition Type: ManagementJOB SUMMARYAssists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check-in and check-out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.CANDIDATE PROFILEEducation and ExperienceHigh school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.OR2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.CORE WORK ACTIVITIESSupporting Management of Front Desk TeamUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.Encourages and builds mutual trust, respect, and cooperation among team members.Supervises and manages employees, managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.Ensures employee recognition is taking place on all shifts.Establishes and maintains open, collaborative relationships with employees.Monitoring and Supporting Progress Toward Guest Services and Front Desk GoalsManages day-to-day operations, ensuring quality standards and meeting customer expectations.Develops specific goals and plans to prioritize, organize, and accomplish work.Handles complaints, settling disputes, and resolving grievances and conflicts.Strives to improve service performance.Collaborates with the Front Office Manager on ways to continually improve departmental service.Communicates a clear and consistent message regarding the Front Office goals.Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.Emphasizes guest satisfaction during all departmental meetings.Ensuring Exceptional Customer ServiceProvides services that are above and beyond for customer satisfaction and retention.Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.Serves as a role model to demonstrate appropriate behaviors.Sets a positive example for guest relations.Displays outstanding hospitality skills.Empowers employees to provide excellent customer service.Interacts with customers to obtain feedback on product quality and service levels.Handles guest problems and complaints effectively
