Guest Experience Agent

El Fuerte Marbella 5*; Marbella; Presencial; EUR 26.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Sales commissions

Career growth

Beachfront 5-star environment

Descripción de la vacante

El Fuerte Marbella 5* in Marbella, Spain, seeks a Guest Experience Agent to elevate guest satisfaction and support event organization across a luxury 5-star setting.

Responsibilities include VIP check-ins, banquet support, guest feedback management, upselling, and room service coordination. Requires 1+ year in 5-star luxury hotels, a Tourism/PR degree, and fluency in Spanish with English at B2 level.

Formación

• At least 1 year of experience in 5-star luxury hotels.
• Degree in Tourism, Advertising, or Public Relations.
• B2-level English and fluent Spanish; additional languages are a plus.

Responsabilidades

• VIP & Selected Guest Service: deliver personalized care to VIP guests and manage pre-stay requests and special moments.
• Event & Banquet Coordination: support meetings and banquets, oversee setup and decor per standards.
• Reputation & Feedback Management: receive and resolve guest reviews across channels and update guest profiles.
• Upselling & Communication: drive extra service sales and draft guest materials for social media and communications teams.
• Transfer & Room Service Support: coordinate airport transfers and input room service orders.

Conocimientos

Interpersonal skills

Attention to detail

Problem solving

Creativity

English (B2)

Spanish (Fluent)

Educación

Degree in Tourism/Advertising/Public Relations

Post-graduate qualifications in Protocol/PR/Event Management

Herramientas

PMS

Microsoft Office

Descripción del empleo

At El Fuerte Marbella 5*, part of Fuerte Group Hotels, historic charm meets luxury. Originally opened in 1957 as our flagship property, this landmark resort re-emerged in 2023. Specifically, it reopened as a fully transformed 5-star destination. The resort sits on Marbella’s scenic promenade, just five minutes from Plaza de los Naranjos. Furthermore, El Fuerte Marbella features 266 luxury rooms, casual luxury design, and sweeping views. Therefore, we are seeking a guest-focused Guest Experience Agent in Marbella, Spain.

In this interactive role, you will elevate guest satisfaction and support event organization. Specifically, you will deliver personalized care to VIP guests, handle “Selected” service check-ins, create memorable “Wow Effects,” and overseeb banquet staging. By doing so, you will ensure an extraordinary stay across every shift.

Job Description: Guest Experience Agent (El Fuerte Marbella 5)*

Your Mission: Unforgettable Hospitality & Personalized Care

Your primary goal involves driving guest delight across our 5-star resort. To achieve this, you will deliver personalized experiences. At the same time, you will keep event staging pristine. Therefore, you will handle VIP check-ins, arrange special amenities, manage guest feedback, and coordinate room service requests. As a result, you will eliminate service bottlenecks and protect our resort’s reputation for luxury hospitality.

Your Key Responsibilities:

• VIP & Selected Guest Service: Deliver personalized care to VIP guests. Furthermore, execute “Selected” category check-ins, manage pre-stay requests, and organize special “Wow Effect” moments (birthdays, anniversaries, gifts).
• Event & Banquet Coordination: Support event sales for meetings and banquets. In addition, oversee setup, decor, and execution according to the Operational Setting Manual for Banquets.
• Reputation & Feedback Management: Receive, resolve, and track guest reviews across online channels (Booking, TripAdvisor, Google) and offline logs. Consequently, update guest profile databases accurately.
• Upselling & Communication: Drive extra service sales (upselling, cross-selling, ancillaries). Moreover, draft guest informational materials and generate content for social media and communications teams.
• Transfer & Room Service Support: Coordinate airport transfers for guest arrivals and departures. Additionally, answer room service calls, input orders into hotel software, and coordinate with kitchen staff.

Who You Are: The Passionate Guest Relations Specialist

• Proven Foundations: You bring at least 1 year of experience inside 5-star luxury hotels. Ideally, you gained this background in properties affiliated with Leading Hotels of the World or Preferred Hotels & Resorts.
• Educational Background: You hold a Degree in Tourism, Advertising, or Public Relations. Post-graduate qualifications in Protocol, PR, or Event Management are highly valued.
• The Linguist: You display B2-level proficiency in English alongside fluent Spanish. Knowledge of additional international languages is considered a plus.
• Technical Proficiency: You feel comfortable working with Property Management Systems (PMS) and Microsoft Office applications.
• Key Competencies: You demonstrate exceptional interpersonal communication, detail orientation, problem-solving skills, and creative enthusiasm.

What Fuerte Group Hotels Offers You

• Competitive Package: Enjoy a competitive salary governed by collective agreements, supplemented by sales commissions (complemento por ventas).
• Seven Decades of Heritage: Form part of Fuerte Group Hotels. Indeed, you will join a respected group with nearly 70 years of industry leadership.
• Professional Growth: Access continuous training programs and language learning support. Therefore, you will unlock structured internal career paths.
• Exceptional Work Climate: Work alongside top-tier professionals in an inspiring beachfront 5-star environment.

CHALLENGE ACCEPTED?

If you have the passion to deliver unforgettable guest experiences, we want to hear from you. Moreover, if you have the operational grit to manage luxury guest relations, you are a perfect fit. Therefore, if you are ready to bring El Fuerte Marbella to life, we invite you to step forward.