Supervisor de Recepção - Soho House Sao Paulo

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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