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 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.
Other key duties and responsibilities:
In conjunction with the Front Office Manager, supervise, train, and motivate front desk team to provide exceptional guest service.
Monitor the performance of front desk team, ensuring adherence to the IDILIQ and brand policies, procedures, and service standards.
Monitor guest satisfaction levels (OSAT) and taking appropriate corrective action to drive performance.
Assist with room assignments, guest registrations, and accurate billing.
Handle guest inquiries, requests, and complaints in a prompt and courteous manner.
Ensure VIP guests, repeat customers, and special occasion guests receive personalized service.
Monitor guest feedback through surveys, online reviews, and comment cards, ensuring guest concerns are addressed and resolved.
Assist in recruiting, onboarding, and ongoing training for front desk employees.
Assist in work schedules as when needed.
Conduct employee one-to-one conversations and provide relevant feedback in coordination with the Front Office Manager.
Support the Front Office Manager in ensuring the department operates efficiently, addressing any issues that arise during the shift.
Assist in preparing work schedules and managing staff shifts to ensure proper coverage.
Help manage inventory for front office supplies and guest amenities, ensuring adequate stock is available at all times.
Work closely with other departments (e.g., housekeeping, reservations, maintenance) to coordinate services and ensure timely resolution of guest requests and room readiness.
Communicate important guest information (e.g., special requests, complaints) with relevant departments and team members.
Act as the primary point of contact in the absence of the Front Office Manager
Ensure compliance with policies regarding safety, security, and procedures.
Ensure that all cashiering procedures comply with accounting policies and standards namely:
a) Shortages/overages
b) Late charges
c) Petty cash/paid outs
d) Adjustments
e) Posting charges
f) Payment methods/processing
g) Cashier reports
h) Balancing receipts
Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
Promotes the Wyndham Rewards program and ensures enrollment targets are met, and that the team is trained and confident on how to drive enrollments.
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
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
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.
Experience of handling large leisure and corporate groups from a front office perspective
Four / Five star internationally branded hotel experience is an advantage
Proven track record of driving quality and revenue within the front office department
Fluency in Spanish and English
Customer Support, Multilingual Communication
Opera PMS
Opera Cloud
Honesty, Trust, Accountability, Continuous learning, Adaptability
