Front Desk Supervisor - Four Seasons Hotel Madrid

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

A historic landmark with modern energy. History comes to life with modern energy at Four Seasons Hotel Madrid. In the very heart of the capital – within walking distance of all the key attractions – seven historic buildings have been transformed into one dynamic destination. With rooftop dining by Spanish celebrity chef Dani García, Asian-Mediterranean cuisine at our award-winning modern cocktail bar and restaurant Isa, and a four-level Wellness Centre with a sun-splashed pool terrace, Four Seasons is bringing a new level of luxury and service to locals and guests alike.

The Role of Front Desk Supervisor:

We currently have an opportunity for a Front Desk Supervisor to join our team! The Front Desk Supervisor is an integral part of the Front Office Team whose main objective is to ensure our guests have a smooth arrival and departure experience. This individual responds to a wide variety of guest requests by accurately assessing the guest needs and requests, and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Essential Functions

This list is not all –inclusive and should only be used as an overview of all actual responsibility.

• Supervisory – lead, train and support front desk agents in daily/weekly/monthly duties.
• Act as a liaison with the Manager-on-Duty during morning, afternoon and/or overnight shifts to support the management operation.
• Help in handle Glitches and follow up in Guest Experience platform.
• Quickly and genuinely process guest check ins and outs within Four Seasons standards.
• Motivate front desk agent team with fun and light-hearted competitions and other interactive activities.
• Ensure procedures are followed by the Agents and do Benchmark standards
• Be a guide for trainees and follow their development.
• Communicate all relevant guests and group activity to proper internal parties.
• Handle change of allocations, monitoring rooms in priority. Room allocation of the upcoming days.
• Ensure special touches by all members of Front Desk team.

Our Ideal Front Desk Supervisor candidate will have:

• Viable candidates must have a minimum of one year experience in a supervisory role or 2 years in a Front Desk Agent position in an upscale/luxury environment.
• Knowledge of Opera property management systems required.
• Assertive individuals with experience in handling internal and external conflict are preferred.
• Candidates with a degree in hospitality, or similar, are preferred.
• Ability to quickly and positively establish rapport is required.
• Above average communication skills - both written and oral - are required.
• Current Four Seasons employees, bilingual candidates and those with prior experience in a luxury hotel/environment will receive priority consideration.

All applicants must possess the legal right to work in Spain and have fluency in English and Spanish. 

Four Seasons Hotels and Resorts can offer what many hospitality professionals dream of; the opportunity to build a life-long career with global potential and a real sense of pride in work well done.  We look for talent who share the Golden Rule – people who, by nature, believe in treating others as we would have them treat us.  As Four Seasons works towards phenomenal growth in the next decade, our most valuable partners continue to be our talent, with whom we have a strong relationship based on the Golden Rule. This relationship is made tangible by the awards received year after year by Four Seasons on a corporate level, as well as by our hotels, resorts and residences around the world, making us an undisputed “employer of choice.”