Asistant Front Office Manager

La Residencia, A Belmond Hotel, is recruiting a Assistant Front Office Manager to join the team in Deia, a small village in the UNESCO protected Serra de Tramuntana in the West of the island of Mallorca, Spain.

Starting date will be March 2024.
Belmond joined LVMH Moët Hennessy Louis Vuitton in April 2019, reinforcing our place among the international leaders in luxury.

For over 40 years we have followed our pioneering spirit and passion for authenticity to create and uncover some of the world's greatest travel adventures.

Today, our collection includes one-of-a-kind hotels, trains, river cruises and safari lodges in stunning destinations across the globe. Each has an incredible story to tell.

You will embody the Belmond Behaviors:

• Genuine Characters
• We are genuine characters and great storytellers.

Proud Custodians

• We are proud of, and protect our products, their environment and heritage.
• Caring Hands and Hearts
• We respect and take care of each other, and the communities in which we work.

Pioneering Mindset

• We discover, learn and grow, creating personal journeys.

Are you someone that has a big sense of responsibility and who likes teamwork? Do you have a strong focus on excellence and guest satisfaction, are you emotionally intelligent and able to anticipate guest needs? Are you not thrown off by working in a remote yet beautiful location? Then you are the one we are looking for Join us and help us in working towards our ambition to become the best hotel in Spain.

A day in the life of a Assistant Front Office Manager at La Residencia consists of:

OBJECTIVES OF THE POSITION
Successfully oversee the day-to-day operations of the reception team in order to offer a pro-active service that is professional, efficient, reliable, and engaging for all guests of the hotel, while assisting the Front Office Manager in

GENERAL DESCRIPTION

The AFOM ensures the quality of the services and the interactions with the guests at the Front Desk are up to standards at all times, leading the team to follow the correct procedures to provide a smooth and flawless experience to all the guests.

RESPONSIBILITIES AND TASKS

• Maintain a close relationship with the FOM and assist him in long term projects/ decision making / team management / daily operations when needed.
• Work with FOM to make sure FO procedures are always efficient and the team is well trained at all times
• Train new team members and consistently update the entire team on new procedures and guidelines
• Make sure communication between FO teams is always clear, consistent and efficient
• Ensure every interaction at the Front Desk is up to LQA standards
• Ensure the FO team provides a warm welcome and a professional assistance to all our guests
• Assist the guest in whatever is necessary, according to their preferences & requirements.
• Be the first point of contact between customers and the hotel especially for VIPs, guests who had previous complaints and special care guests
• Make sure every team member is trained to perform their tasks confidently using all the platforms, systems and apps the hotel provides
• Ensure every guest bill, payment, deposit, refund is correctly performed and cashiering procedures are followed
• Assist guests and travel agents with their reservations on a prearrival phase, in cooperation with our inhouse reservations department
• Maintain a close relationship with Belmond Central Reservations
• Maintain a close relationship with every department of the hotel and coordinate efficiently to provide the best service to the guests
• Handle guest complaints and provide the necessary followup

Requirements:

JOB SPECIFIC COMPETENCIES

• Efficient communication
• Innovation and continuous improvement
• The ability to make independent decisions
• Organization and planning capacity
• Ability to anticipate guest needs
• The ability to manage stressful situations
• Efficient in complaint handling

CANDIDATE PROFILE

• EDUCATIONAL LEVEL: secondary / higher / post graduate
• ACADEMIC DEGREE: Technician / Bachelor / Degree / Master

TECHNICAL ABILITIES, SYSTEM KNOWLEDGE AND TRAININGS RECEIVED

• ENGLISH LEVEL: Superior
• SPANISH LEVEL: Advanced
• KNOWLEDGE OF WORD Intermediate
• KNOWLEDGE OF EXCEL Intermediate
• KNOWLEDGE OF POWERPOINT Basic
• KNOWLEDGE OF INFOR Intermediate
• KNOWLEDGE OF BOOK 4 TIME Basic
• KNOWLEDGE OF ALICE Intermediate

WORKING EXPERIENCE

• MINIMUM 3 years of experience as reception supervisor with knowledge of LQA
• OPTIMAL 5 years hotel experience as reception supervisor / ass. manager with knowledge of LQA.

Imprescindible ser ciudadano de la comunidad europea, para poder obtener permiso de trabajo en España

Benefits:

What do we offer you:

• A working week of 40h, depending on the operational needs with 2 days off per week
• 9 months contract
• A competitive salary along with excellent benefits
• 2 extra payments per year, prorated according to the duration of the contract
• 35 holidays and

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