Descripción de la oferta
Fairmont La Hacienda will offer guests one of the most exclusive resorts in southern Spain.Antes de solicitar este puesto, por favor, lea la siguiente información sobre esta oportunidad que encontrará a continuación.Situated on the San Roque coast, in a unique and privileged enclave near Sotogrande, it features a luxurious 5-star hotel and branded residences, showcasing breathtaking sea views.Guests at Fairmont La Hacienda will indulge in a luxury resort experience with access to pools, a spa, fitness facilities, a grand ballroom, and flexible meeting spaces.Surrounded by two of southern Europe's most renowned golf courses, the hotel provides an exclusive retreat for golf enthusiasts, beach lovers, and discerning travelers.Job DescriptionAs a Guest Relations Team Leader at Fairmont La Hacienda Costa del Sol, you will be the key reference for guest experience in the lobby and public areas. You will lead the Guest Relations team to deliver highly personalized, proactive service aligned with Forbes Travel Guide and LQA standards.You will oversee the full guest journey for VIPs, long stays, and special segments, ensuring flawless execution of personalized experiences, managing amenities within budget, and handling guest concerns face-to-face to maintain a luxury standard at all times.ResponsibilitiesSupervise daily team performance in the lobby, providing real-time coaching and feedbackConduct performance reviews and support team developmentOversee personalized guest journeys (VIPs, families, long stays)Handle escalated guest complaints and ensure full resolutionDevelop and update SOPs and departmental checklistsConduct LQA audits and ensure continuous training (target: 90%+)VIP Experience & Special PreparationsCoordinate personalized amenities for special occasions, children, and petsManage pre-arrival communication and guest preferencesOversee room setups, decorations, and floral arrangementsLead VIP welcomes, meet & greets, and high-value guest interactionsManage and control children’s gift inventoryVIP Plan & Budget ControlOversee daily VIP planning, priorities, and executionPerform quality checks on amenities and VIP room setupsContinuously improve VIP protocols and guest experience strategiesMonitor and control amenity budget and consumptionPrepare reports and optimize usage based on guest segmentsPlan special amenities for key dates (e.g., holidays, events)Agency CommunicationSend post-arrival follow-ups to partner agenciesManage post-stay communication, sharing feedback and strengthening relationshipsCross-Department CoordinationCoordinate external activities (excursions, transfers, experiences)Work closely with Housekeeping, Concierge, and Rooms DivisionRepresent Guest Relations in operational meetingsQualificationsEducation in Hospitality Management, Tourism, or a related field.Minimum of 2 years of experience in Front Office or Guest Relations in luxury hotels.Previous experience leading teams or acting as an operational reference.Passion for guest service and a strong focus on excellence in a luxury environment.Solid previous experience in Guest Relations, Royal Service, Front Office, or similar roles, preferably in luxury hotels.Excellent verbal and written communication skills, along with strong interpersonal abilities, with proven experience leading or coordinating teams.Strong organizational and planning skills, especially in managing schedules, training, stock, and documentation.Fluency in English and Spanish ; additional languages will be considered an advantage.Advanced knowledge and hands-on experience with systems such as Opera/Opera Cloud, ALICE, Rainbow, SevenRooms, Hudini, and online reputation platforms.Previous experience in training, mentoring, coaching, or trainer-related responsibilities.Advanced proficiency in office tools (Word, Excel, PowerPoint) for reporting, training materials, and presentations.Candidate must be a citizen of the European Union or possess a valid work permit for Spain.Additional InformationWhat is in it for you:Competitive Salary and BenefitsDiscounted hotel rooms and food and beverage rates to employees at our sister properties around the globe.We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential. xcskxlj Opportunity to develop your talent and grow within your property and across the world!#J-18808-Ljbffr
