Summary of the Position: Mandarin Oriental, Santiago is seeking a Front Desk Supervisor for Rooms who will deliver a unique and memorable guest experience while supervising Guest Service Agents. Key Highlights: 1. Offers an exceptional guest experience 2. Leadership and support to Guest Service Agents 3. Integration into a team aspiring to excellence Mandarin Oriental, Santiago is searching for its next Front Desk Supervisor to join the Rooms team. Are you an expert in your field? Are you looking to work within a team that strives to be the best, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a Fan of the Exceptional. **Our Company** Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts, and residences, located in top-tier destinations globally, with a strong pipeline of projects. Increasingly recognized for creating some of the world’s most coveted properties, the Group delivers legendary service inspired by our Asian heritage and represents the most innovative luxury experiences. **Our Hotel** An oasis in the heart of the city. As a true landmark, Mandarin Oriental, Santiago enjoys a convenient location, outstanding restaurants, and an impressive outdoor swimming pool. Combining elegant décor with peaceful views, each of our 310 rooms and suites features spacious design and a relaxing ambiance. Our hotel is one of the city’s most exciting culinary destinations—with an authentic Nikkei dining experience at Matsuri, Italian flavours at Senso, and light snacks and beverages at Atrium Lobby Lounge. **About the Role** Mandarin Oriental, Santiago is seeking its next Front Desk Supervisor for the Rooms department, someone capable of delivering a unique and memorable guest experience by attending to and anticipating guests’ needs while supervising Guest Service Agents at the front desk. **You will be responsible for the following tasks:** + Supports company philosophy and culture through daily application of the pillars of Legendary Quality Experiences to ensure guest satisfaction and fulfilment of our Mission Statement. + Provides leadership and support to Guest Service Agents and ensures agents perform their duties at the appropriate service level. + Maintains up-to-date knowledge of daily arrivals and departures. + Tracks pending departures and posts corresponding charges. + Monitors cleaning status of pending arrivals and ensures rooms are available for walk-in guests—and even sells reservations. + Delivers seamless check-in and check-out experiences for our guests. + Communicates all guest concerns to the appropriate department for follow-up. + Handles guest feedback and concerns promptly and appropriately. + Manages and resolves front desk-related guest concerns/feedback. + Relays all guest feedback and concerns to the relevant managers and ensures proper follow-up. + Proactively gathers guest profile information. + Acts upon guest profile information to fully delight our guests. + Works to anticipate our guests’ needs to delight them and exceed their expectations. + Reviews and signs Receptionist audits. + Possesses an understanding of accounting. + Understands accounting as it relates to guest folios to assist Reception with billing errors. + Investigates and resolves disputed charges on guest accounts. + Communicates all group information/changes and existing information to Reception colleagues in a timely manner. + Assists the Front Office Administrator with preparation and administration of annual colleague reviews. + Prepares weekly schedules for hourly colleagues at Reception. + Ensures open communication with Guest Service staff to effectively communicate with guests. + Offers potential guests property and room tours. + Maintains awareness of local competition and the services and amenities they offer. + Has general knowledge of the hotel’s location and surrounding attractions. + Avoids upgrading guests to higher room categories; instead, ensures they are sold + into the highest room category at the corresponding rate, and encourages + Receptionists to do the same. + Conducts weekly housekeeping checks and ensures Receptionists consistently meet + standards. + Assists the Front Office Manager with planning, development, and delivery of training for + Reception colleagues. + Protects guest and colleague privacy at all times. + Adheres to safety guidelines at all times. + Supervises Receptionists on shift, offering assistance and guidance as needed. + Ensures Receptionist tasks are performed timely and + correctly. + Supervises and controls meal periods. + Performs tasks within a time management framework. + Processes and handles guest calls, external calls, takes messages, and places wake-up calls. + Conducts random data audit checks. + Covers overnight shifts as required during the Overnight Manager’s days off. + Maintains safe deposit box inventory. **What We Expect From You** * Advanced/conversational English. * Orientation towards luxury service and customer service. * Availability to work rotating shifts (5x2). **Our Commitment to You** * Complementary health insurance. * Complimentary meals at the Colleague Restaurant. * Uniform laundry service. * Colleague Recognition and Reward Programme. * Learning and Development Programme. * Wellness and social events programmes. * Various discounts offered within the property. **We're Fans. Are you?** "This vacancy falls under Law No. 21.015, which promotes the inclusion of persons with disabilities in the workforce."