As Reception Supervisor at Mandarin Oriental Ritz, Madrid, within the Rooms Department, is responsible for overseeing front desk operations and ensuring smooth guest check-in and check-out experiences. Also manages staff performance and upholds service standards.

Key Responsibilities:

• Operate the nightly Front Office operations properly, efficiently and profitability.
• Supervise, Guide and Support all colleagues in the department with their duties.
• Encourage the sense of teamwork throughout the hotel.
• Motivate and inspire colleagues to maximize their performance.
• Ensure a warm, genuine, and efficient guest’s arrival and departure experience.
• Keep the Front Office colleagues informed & up to date with information related to the hotel, hotel group and operation.
• Maintain all department files and ensure that paperwork is kept to a minimum and Guest information to be stored following the company’s Policy and Procedure.
• Ensure all the supplies and tools for the colleagues to use are always sufficient and available.
• Always serve as the Manager on Duty and available to guests.
• Ensure accurate communication of information and guest requests to all relevant departments.
• Ensure all the requests and questions by internal and external guests are responded to in a timely and efficiently manner and out come to be up to their complete satisfaction at last.
• Welcome guests in person; recognize and anticipate their individual needs.
• Engage yourself actively to be present at public area for the quality check of services provided by colleagues and ensuring all standards are met in services.
• Handle all guest compliments, comments, observations, and complaints in a timely and effective manner, ensuring guest’s complete satisfaction.
• Maintain high standards of Guest Data Quality
• Support the FOM with Fans of MO guest recognition program and ensure the growth of enrolment and quality of program execution.
• Support the FOM ensuring growth with the Departments LRA scores for both Arrival & Departure
• Support the FOM ensuring and maintain a very high standard of personal hygiene, behavior and grooming standards of colleagues up to the hotel’s standards.
• Perform the task and project which being assigned by FOM and Hotel Management.

What We Expect from You:

• International Experience.
• Knowledge on Infor, Hotsos, Microsoft office.
• Fluent in English and other languages.
• Previous experience in similar role.
• Commitment on that role for at least 2 more years.

Our Commitment to You:

• Learning & Development: Your success is our success. We offer tailored learning and development programs to help you grow at every stage of your career.
• MOstay: As part of the #MOfamily, you’ll enjoy complimentary nights and attractive rates at Mandarin Oriental properties worldwide, for both you and your loved ones.
• Health & Wellness: We prioritize work-life balance and offer a variety of health benefits and wellness programs to support your well-being.
• Retirement Plans: We offer flexible retirement plans, recognizing your long-term commitment and contribution.
• Staff Welfare Fund (Fondo Social): Access to a fund supporting your overall well-being.
• Flexible Compensation: Enjoy a flexible compensation plan that includes access to DKV health insurance (employee-contributed).
• Internal Events & Team Building: Participate in exciting internal events and team-building activities to strengthen relationships with your colleagues.

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