Supervisor de Recepção - Soho House Sao Paulo

Scope of the Job

The Front Desk Supervisor is responsible for supporting and providing direction and leadership to the hotel Front Desk operations team. A successful Front Desk Supervisor will be a proactive and resourceful team player who is knowledgeable about our House and the community.

Key Responsibilities

• Develop relationships with guests, group contacts, members and other guests in order to provide personalized Soho House service.
• Oversee scheduled shift and ensure all tasks are delegated and completed.  
• Resolve customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Respond to guests’ requests in an accurate and timely manner, creating a positive outcome that will result in a memorable experience.
• Assist in the training, development, coaching, and mentoring for the department.
• Communicate within department as well as other departments on crucial matters.
• Assure the proper handling of VIPs. Protect their privacy and confidentiality.
• To ensure the company culture is visible in all aspects of the business.
• Take action in all matters related to the safety, security, satisfaction and well-being of employees, hotel guests and property. Responds swiftly and effectively in any hotel emergency or safety situations.
• Comply with all hotel policies, standards and local laws.
• Greet guests and checking them into and out of the Hotel.
• Be fully knowledgeable of room types, room descriptions, rates and availability.
• General phone etiquette.
• Present any messages or packages.
• Offer bell attendant assistance and luggage storage facilities, offering to have the guest’s car brought to the door.
• Offer assistance in arranging transportation.
• Perform all concierge duties as required including, but not limited to; booking cars, tickets to shows, restaurant reservations, spa reservations, etc.
• Regular and reliable attendance.
• Performs other duties as assigned by supervisor/manager.

Experience Required

• Experience of Front Desk experience in a similar industry.
• Must be okay with multi-tasking, answering high-volume phone lines and answering inquiries professionally (face to face), timely and to the best of your abilities.
• Quick learner or have OpenTable, Salesforce, Google Sheets and/or Opera.
• Problem solving skills and bring conflict resolution to any anticipated or current matter.
• Detail oriented, articulate and ability to multi-task in a high-volume and demanding work environment.
• Strong communication skills and ability to understand and follow written and verbal instructions.
• Flexible schedule and ability to work nights, weekends and holiday’s (as needed)
• Fluent English