Guest Services Host

Aethos; Peguera; Presencial; EUR 24.000 - 36.000; Jornada completa

Descripción de la vacante

Join a forward-thinking hospitality company that values exceptional service and community. As a Guest Services Host, you will be the first point of contact for guests, ensuring their stay is memorable through personalized service and seamless communication. This dynamic role involves managing guest inquiries, collaborating with various departments, and enhancing the overall guest experience. With a commitment to sustainability and well-being, this is an opportunity to be part of a team dedicated to redefining hospitality in beautiful Mallorca. If you are passionate about creating meaningful experiences, we invite you to apply and make a difference.

Formación

• Experience in a similar role within luxury hospitality is essential.
• Proficiency in hotel management systems and communication tools is required.

Responsabilidades

• Manage guest communications with warmth and professionalism.
• Support upselling initiatives to maximize room revenue.
• Contribute to a positive work environment and team goals.

Conocimientos

Guest communications

Hotel management systems (HUBos, MEWS)

MS Office

Exceptional communication skills

Organizational abilities

Multitasking

Educación

Experience in luxury hospitality

Herramientas

HUBos

MEWS

Descripción del empleo

Who we are:

Aethos is more than just a destination; it’s a celebration of extraordinary places, passionate individuals, and shared experiences. We believe that travel and hospitality should inspire and positively impact the mind, body, and spirit. That’s why we carefully select our locations and partner with people who are eager to be part of a community rather than simply filling a role. At Aethos, everyone has the opportunity to make a personal impact, as we believe great ideas can come from anyone.

As a young and dynamic hospitality company, we understand the value of quality time spent with loved ones. We’re committed to sustainability, well-being, and providing the luxury of space and time. Above all, we champion freedom from the pressures and stresses of modern life. Our goal is to be the first choice for those seeking an escape from the mundane, the stressful, and the unsustainable.

This is how we redefine hospitality: while every decision we make revolves around the needs of our guests and community, we always strive to build a workplace that is enriching and meaningful. We are driven by the desire to create a world we are proud to be a part of, and we invite you to join us in making it a reality.

Aethos Mallorca – Our hotels

Aethos Mallorca is the latest addition to our carefully curated collection of hotels, set to open in June 2025. Located in the charming coastal town of Paguera, just outside Palma, the hotel overlooks the sea and offers front-row seats to breathtaking Mediterranean sunsets. Blending laid-back island spirit with refined design, Aethos Mallorca is more than a destination—it’s a lifestyle.

As part of the Aethos family, you’ll be joining a hospitality brand that’s redefining the guest experience across Europe. Our portfolio includes distinctive properties such as Aethos Milan, Monterosa (in the Italian Alps), Saragano (Umbria), Sardinia, Corsica, and Ericeira (Portugal). With Mallorca opening soon and Madrid on the horizon in 2026, Aethos continues to grow while staying true to its purpose: creating spaces where people feel connected, inspired, and at home.

At Aethos, we believe in thoughtful hospitality and meaningful work. Your journey with us in Mallorca is more than just a role—it’s an opportunity to grow, contribute, and be part of something exceptional.

Position summary

As a Guest Services Host, I will be the first and last point of contact for guests throughout their stay, ensuring exceptional experiences by providing personalized, seamless service from arrival to departure.

My responsibilities include managing all guest communications, both phone and online, with prompt and professional responses. I will efficiently handle inquiries, collaborate with internal teams, and provide accurate information to enhance the guest experience.

Key responsibilities

• Operational Ownership

I will ensure smooth and efficient operations by:

• Supporting the hotel in driving a guest-centric culture by creating awareness and understanding among all colleagues of the importance of the guest experience.
• Managing guest communications (phone, email, online) with warmth and professionalism.
• Handling pre-arrival communication and addressing concerns promptly.
• Coordinating guest requests with relevant departments.
• Maintaining detailed records of guest interactions and preferences.
• Proactively assisting with pre-arrival arrangements and post-departure follow-ups.
• Providing up-to-date information on hotel events and forwarding requests to other departments when requested.
• Ensuring no inquiries are missed by monitoring communication channels.
• Collaborating with departments (Housekeeping, SPA, Maintenance, F&B) to enhance guest experiences.
• Performing additional duties as assigned by senior leadership.

I am committed to upholding Aethos quality standards by:

• Personalizing interactions and anticipating guest preferences.
• Sharing knowledge of resort services, amenities, and local attractions to enhance the guest experience.
• Handling guest feedback promptly, ensuring resolution and turning issues into positive outcomes.
• Collaborating with the local community to offer curated activities and tours highlighting Mallorca.
• Anticipating guest needs and offering recommendations, ensuring satisfaction.

Financial Performance

I will contribute to the financial success of the Front Office team by:

• Supporting upselling and cross-selling initiatives to maximize room revenue, using in-depth knowledge of room categories and features.
• Managing resources efficiently to balance service excellence with cost-effectiveness.
• Ensuring the communication of the correct procedures regarding the acceptance of foreign currencies, credit cards, and cash in accordance with the hotel credit policy.
• Strictly adhering to cashier procedures, maintaining accurate reports and a balanced bank assigned by the resort.
• Providing necessary information to Finance and Management teams during unannounced cashier audits.
• Staying informed about packages, promotions, and discounts related to guest accounts, reservations, and other relevant matters.
• Analyzing guest feedback and operational data to identify areas for revenue growth.

People Management Support

As a team member, I will contribute to a collaborative and positive work environment by:

• Participating in training sessions to enhance skills and service standards.
• Supporting colleagues in achieving team goals and delivering exceptional service.
• Actively contributing to a culture of respect, teamwork, and shared success.

Skills and Qualifications

• Previous experience in a similar role within luxury hospitality, with a strong focus on guest communications.
• Proficiency in hotel management systems (e.g.; HUBos, MEWS), communication tools, and MS Office.
• Exceptional communication and interpersonal skills in English and Spanish; additional languages are an advantage.
• A proactive, enthusiastic, and solution-oriented mindset with an eye for detail and a can-do attitude who looks for opportunities to improve their performance.
• Exhibit impeccable telephone etiquette while adapting communication style to make guests feel comfortable and valued.
• Strong organizational and multitasking abilities to manage multiple guest requests effectively.

Additional Requirements

• Flexibility in scheduling, including night shifts, weekends, and holidays, with the ability to work under pressure in a dynamic hotel environment.
• Physical requirements include standing and walking for extended periods.

If you're passionate about hospitality, committed to delivering outstanding service, and excited to be part of a team that values excellence, we’d love to welcome you as our next host. Your energy, dedication, and attention to detail will help create memorable experiences for every guest. We can’t wait to meet you—let’s make something exceptional together.