Guest Service Assistant Manager – Condado Vanderbilt Hotel

The Condado Vanderbilt is the standard of excellence and luxury resort hotels in San Juan and The Caribbean. Originally built in 1919 and restored to its distinguished grandeur, offers unsurpassed cuisine, exquisite rooms and suites, and highly personalized service. We aim to create experiences and inspire journeys not only for our guests, but also our workforce. We are confident that our team members are the key in delivering passionate and authentic hospitality service. Let’s create a collection of memories together!

Responsibilities

• Assistant Guest Services Manager, play a crucial role in maintaining high standards of guest satisfaction, fostering a positive work environment for staff, and contributing to the overall success of the hospitality operation.
• Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.
• Deal with any guest requests and problems and satisfy their needs.
• Be prepared to perform all front desk functions, including switchboard, business center and guest relations, bell, and concierge.
• During peak hours, be at the front desk to ensure efficient and smooth service is provided to all guests.
• Constantly audit all desk work for accuracy and consistency.
• Assist in training and supervising front desk staff and other guest services personnel.
• Ensure staff members are knowledgeable about the facilities, services, and local attractions.
• Provide guidance and support to staff in handling difficult situations.
• Have Opera PMS and MARSHA skills.
• Be knowledgeable about etiquette and protocols.
• Must provide the team with the resources to ensure guests’ satisfaction and ensure that the entire front desk department operates within the scope of a budget and well-defined management practices.
• Implement quality assurance measures to enhance the guest experience.
• Monitor guest feedback through surveys, reviews, and direct communication.
• Conduct regular operations meeting to discuss routine operational matters, departmental performance targets and guest feedback.
• Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information.
• Perform other reasonable job duties as requested by supervisors.

Qualifications

• Hospitality oriented
• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
• Previous experience in a Guest Services within the hospitality industry (3 years)
• Knowledge of hotel operations, reservation systems, and customer service best practices.
• Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
• Must possess excellent written and oral communication skills, analytical and problem-solving skills, good customer service skills and multi-tasking skills.
• Should work well under pressure, even with minimal supervision.
• Flexibility to work various shifts (day/night), including evenings, weekends, and holidays
• Fully Bilingual (Spanish/English)

The Condado Collection is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.