Guest Relations - Barceló Torre De Madrid

Guest Relations – Barceló Torre de Madrid

Barceló Hotel Group is a family‑owned company with a global presence, operating 270 hotels across 24 countries. We reward excellent service with the “Best Hotel Management Company in the World” award. This role is based in our Madrid hotel and focuses on delivering exceptional guest experience.

Barceló Hotel Group respects your privacy. Personal data provided during the recruitment process will be processed in accordance with applicable data‑protection laws and used solely for selection purposes.

Responsibilities

• Identify and resolve issues that affect guest satisfaction during their stay.
• Act as the liaison between guests and hotel management.
• Record and follow up on complaints, coordinating with relevant departments until resolution.
• Provide other departments with information on special guests or relevant situations.
• Promote sales of additional services and products.
• Create a positive image that encourages loyalty and goodwill toward the brand.

Qualifications

• Degree in Tourism, Marketing or similar; specialized training in hotel quality is mandatory.
• Minimum 2 years of customer service and quality experience in the hospitality sector.
• High proficiency in English; other languages are a plus.
• Knowledge of office tools, hospitality software, CRM systems and ISO standards.
• Strong organisation, planning, self‑management and analytical skills.
• Excellent communication abilities and flexibility.

Benefits

• Opportunity to work in a flexible, collaborative environment with dedicated colleagues.
• Career development plans across various company areas.
• Access to extensive training programs tailored to your role.
• Participation in Barça­ló's Corporate Responsibility initiatives focused on social, economic and environmental development.
• Additional perks designed to enhance employee happiness and wellbeing.

Because Barceló Hotel Group is committed to building a better future, all employees enjoy a supportive culture that values personal growth and corporate responsibility.