A solid educational background in Hospitality Management, Tourism, Business Administration, or a related field.
Minimum of 3–5 years of progressive experience in Front Office operations, including at least 2 years in a leadership or management role within a luxury, full-service hotel.
Previous experience in a luxury hospitality environment, with a strong understanding of personalized service and guest engagement.
Strong knowledge of Opera Cloud PMS and related hotel systems, with the ability to oversee reservations, room inventory, billing, reporting, and daily Front Office operations.
Solid understanding of Front Office procedures, the guest journey, service recovery, and luxury service standards.
Excellent leadership skills with a hands-on, lead-by-example approach, capable of motivating, coaching, and developing high-performing teams.
Outstanding interpersonal and communication skills, with the ability to build strong relationships with guests, colleagues, and other departments.
Strong problem-solving and decision-making abilities, with the capacity to remain composed and professional in high-pressure situations.
Exceptional organizational skills, strong attention to detail, and the ability to manage multiple priorities simultaneously.
Flexible schedule with the ability to work weekends, holidays, evenings, and overnight shifts as operational needs require.
Strong collaboration skills and the ability to work effectively in a cross-functional team environment.
Good understanding of revenue optimization, room inventory management, upselling strategies, and forecasting.
Experience handling VIP guests, guest complaints, service recovery, and creating memorable guest experiences.
Strong analytical skills and proficiency in preparing operational reports, monitoring KPIs, and identifying improvement opportunities.
High level of integrity, professionalism, and discretion when handling confidential guest and hotel information.
Fluency in both English and Spanish (spoken and written) is required; additional languages are an asset.
