Guest Experience Agent

Description

Job Summary: We are seeking a Guest Experience Agent for a 5-star hotel to assist with customer service and event organization, ensuring guest satisfaction and service quality. Key Highlights: 1. Personalized and proactive customer service, identifying needs. 2. Event organization and management of special requests (Wow Effect). 3. Opportunities for development and continuous training, including language learning. **Description:** ---------------- We offer a **Guest Experience Agent** position at the **El Fuerte Marbella 5* Hotel located in Marbella, Málaga.** You will assist with guest service and event organization, ensuring achievement of guest and group satisfaction goals, while maintaining that all services and events held at the hotel comply with established quality standards and procedures. **You’ll gain multiple benefits** You will work for **Fuerte Group Hotels**, a large family of top-tier professionals with nearly seven decades of experience in the hospitality industry, having grown differentiated brands especially in southern Spain. Competitive salary policy, base salary according to collective agreement + sales bonus. A unique working environment with an excellent workplace atmosphere surrounded by outstanding professionals. Development opportunities and career plans so we can grow together. Continuous training: We invest in and promote your talent, with special emphasis on improving your language skills. **Your daily routine will sound like this…** * Ensure achievement of departmental objectives as well as compliance with critical processes and area “stage productions,” in accordance with hotel-established standards. * Provide direct, personalized, and proactive customer service, anticipating guests’ needs. * Perform VIP/Selected service check-ins, including preparation and follow-up. * Ensure implementation of procedures related to VIP guests and guests with special needs. * Support marketing of the hotel’s available spaces for meetings, banquets, and events, thereby promoting and leading the sale of additional services (Upselling, Cross Selling, Ancillaries). * Participate in tasks and production related to various events held at the hotel, following service orders and supervising setup and decoration aspects. * Participate in receiving and following up on online (Booking, TripAdvisor, Google) and offline complaints, suggestions, and requests within your scope of responsibility, as well as resolving related incidents. * Maintain the hotel’s database of customers, complaints, and suggestions. * Collaborate in monitoring and implementing the Banquet Operational Ambience Manual. * Prepare and manage informational materials directed at hotel guests. * Generate content for the team responsible for social media and communications. * Manage guest requests (primarily for Selected guests). * Responsible for organizing special requests and Wow Effect initiatives (birthdays, anniversaries, gifts, etc.). * Manage and organize banquets. * Manage transfers for all arrivals and departures. * Handle telephone calls regarding Room Service requests. * Ensure guest orders are processed correctly. * Relay requests to the kitchen and Room Service waitstaff. * Manage data in systems, recording guest requests and checking guest preferences. **Requirements:** --------------- **You’re ideal for this role if…** Bachelor’s degree in Tourism, Advertising and/or Public Relations. Postgraduate studies in Protocol and PR and/or Event Management are desirable. Minimum one year of experience in this role within a 5-star and luxury segment environment. Experience with Leading Hotels of the World, Preferred Hotels & Resorts or similar is desirable. English at B2 level. Knowledge of other languages is desirable. Hotel management software. Microsoft Office suite. Apply for this position now and join the Fuerte Group universe. Share this opportunity with your contacts—you can discover more openings and learn about Fuerte Group Hotels at talent.fuerte-group.com