Supervisor de Operaciones Hoteleras

FRONTDESK SUPERVISOR — ALPHA ONE MANAGEMENT
POSITION DETAILSPosition: Frontdesk SupervisorCompany: Alpha One Management, S.A.Location: YOO Panamá, Panama City (on-site in the tower); open to relocation.Reports to: General ManagementSupervises: Frontdesk Agents (one person per shift)Contract type: [TBD]
PURPOSE OF THE ROLEEnsure every check-in at YOO happens in the right order: guest verified before keys are handed over, every key tracked, and every incident escalated to the right property administrator.
The Supervisor owns the operational quality of the service. With one person per shift, there is no room to improvise: the job is to make sure the agent on duty has everything ready before the guest arrives, and that nothing gets lost between shifts.
SERVICE SCOPEAlpha One provides exactly four functions. The Supervisor is accountable for all four and for nothing else:1. In-person guest reception in the lobby, including key handover and orientation on building rules.2. International identity verification of the guest's passport or travel document, before keys are handed over.3. Key custody, including the backup copy for each unit.4. Building access control, including receiving vendors authorized by the property administrator.
Cleaning, maintenance, listing management, pricing, reviews and handling of funds belong to each unit's administrator.
KEY RESPONSIBILITIES
Daily operations- Review the arrivals console daily: verification alerts under 48 hours, arrivals with no estimated time, and keys out of custody.- Chase missing pre-check-in forms before the shift (20–40% of guests are expected not to complete it).- Resolve verifications the agent cannot close, and decide rejected cases.- Cover shifts during absences and handle agent escalations outside their own hours, including nights and weekends.
Key custody- Reconcile keys handed out against keys returned at the end of each day.- Maintain the inventory of keys and backup copies per unit, and manage lost keys with the administrator.- Review the audit log to confirm every handover and return was signed with user and time.
Team and shifts- Build the shift schedule: currently 8:00 a.m.–9:00 p.m.; 24/7 coverage once the portfolio reaches 60 units.- Train each agent on the check-in SOP, the verification-before-key sequence, and use of the mobile console.- Run shift handovers with no unowned open items.
Administrator relations- Escalate every guest complaint or incident to the administrator through the agreed channel. Alpha One relays; it does not resolve.- Carry out the operational stages of the new-unit onboarding SOP: key intake, iCal feed setup and first-arrival test (target: 3–5 business days to activation).- Validate that each unit's information in the system matches reality (unit, administrator, active feeds).
Personal data and confidentiality- Enforce Panama's Law 81 of 2019 (personal data protection) on every shift: agents see the verification result, not the document; no passport photos on personal phones, WhatsApp or Drive.- Apply the information barrier between administrators: none sees another's reservations, occupancy or data. Luma Rentals receives exactly the same treatment as any