Assistant Guest Service Director - Condado Vanderbilt Hotel

Overview

The Condado Collection is a collection of hospitality properties in Puerto Rico ranging from classic and modern luxury full-service hotels, to fine dining and entertainment.

 

The Condado Vanderbilt is the standard of excellence and luxury resort hotels in San Juan and The Caribbean. Originally built in 1919 and restored to its distinguished grandeur, offers unsurpassed cuisine, exquisite rooms and suites, and highly personalized service. We aim to create experiences and inspire journeys not only for our guests, but also our workforce. We are confident that our team members are the key in delivering passionate and authentic hospitality service. Let’s create a collection of memories together!

Key Responsibilities

• Assist the Director of Guest Services in overseeing the daily operations of Guest Services, including Front Desk, Bell/Door Services, Concierge, and other guest-facing functions.
• Lead, coach, and develop Guest Services team members to consistently deliver exceptional, personalized service in accordance with the hotel's luxury service standards.
• Serve as a visible leader in the lobby and guest areas, proactively engaging with guests, anticipating needs, and ensuring a seamless arrival, stay, and departure experience.
• Respond promptly and professionally to guest requests, concerns, and service recovery opportunities, taking ownership of issues through resolution and following up to ensure guest satisfaction.
• Support the management of VIP, repeat, and special occasion guests by coordinating preferences, amenities, and personalized experiences with appropriate hotel departments.
• Monitor daily operations, staffing levels, guest activity, occupancy, and special events to ensure appropriate coverage and a consistently elevated guest experience.
• Assist in maximizing room revenue and occupancy through effective room inventory management, upselling opportunities, and collaboration with Reservations and Revenue Management.
• Partner closely with Housekeeping, Reservations, Security, Food & Beverage, Engineering, and other departments to ensure seamless communication and execution of guest requests.
• Monitor guest feedback and service trends, identifying opportunities to enhance service delivery, operational efficiency, and overall guest satisfaction.
• Assist with departmental scheduling, payroll, budgeting, expense control, and productivity while maintaining established service standards.
• Participate in the recruitment, onboarding, training, coaching, performance management, and development of Guest Services team members.
• Ensure compliance with hotel policies, procedures, safety and security protocols, and established operational standards.
• Support the Director of Guest Services in implementing departmental initiatives, service standards, training programs, and continuous improvement efforts.
• Act as the department leader in the absence of the Director of Guest Services, ensuring continuity of operations and leadership.

Qualifications

• Minimum of 3 years of progressive hotel operations experience, preferably within a luxury, upscale, or full-service hotel environment.
• Previous supervisory or management experience in Front Office, Guest Services, Rooms Operations, or a related hospitality function required.
• Demonstrated ability to lead, coach, motivate, and develop high-performing teams in a guest-focused environment.
• Strong understanding of luxury hospitality standards and the ability to deliver highly personalized and anticipatory service.
• Exceptional interpersonal and communication skills, with the ability to interact professionally and confidently with guests, team members, and hotel leadership.
• Strong guest recovery and problem-solving skills, with the ability to remain composed, professional, and solution-oriented in challenging situations.
• Proven ability to manage multiple priorities and make sound operational decisions in a fast-paced luxury hotel environment.
• Strong organizational skills and attention to detail.
• Knowledge of front office operations, room inventory, occupancy management, and hotel operating procedures.
• Proficiency with hotel Property Management Systems (PMS) and standard business applications preferred.
• Ability to work a flexible schedule, including evenings, weekends, and holidays, based on operational needs.

 

Benefits

• 401(k)

• Employer Contribution to 401(k)

• Health Insurance

• Vision Insurance

• Dental Insurance

• Paid Holidays

The Condado Collection is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.