Luxury Guest Experience Specialist

IHG; Cebreros; On-site; EUR 18,000 - 24,000; Full time

Job summary

Six Senses Quexigal Palace is seeking a Guest Service Agent in Spain to safeguard guest experience pillars and participate in brand initiatives. You will oversee guest communications, manage calls and reservations, and ensure impeccable service across all touchpoints.

The role requires fluency in English and Spanish, strong MS Office skills, and familiarity with POS, PMS, and CRM systems. Local regulatory compliance and exemplary hospitality service are essential.

Qualifications

• High school diploma or equivalent and at least 1 year experience in a similar hotel operational setting. Hospitality diploma/degree from a recognized hospitality school is preferred.
• Technical skills include MS Office – Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS, PMS and CRM platforms.
• Fluent in English and Spanish.

Responsibilities

• Oversee the efficient operation of all Guest Experience tasks to deliver exceptional service in line with brand standards.
• Manage daily telephone services and coordinate operators.
• Ensure policies, procedures and best practices are followed at all times.
• Maintain high standards of personal appearance and knowledge of safety procedures.
• Interact with guests and hosts professionally, seeking feedback to ensure exceptional experiences.
• Answer guest enquiries efficiently using guest names and proper extensions.
• Handle incoming/outgoing calls and messages, relaying as required.
• Coordinate wake-up calls, messages, and facsimiles accurately.
• Address guest complaints and coordinate service recovery with hosts as needed.
• Maintain knowledge of resort facilities, room categories, policies and procedures.
• Manage emails and calls, directing to relevant departments.
• Conduct pre-arrival communications for a seamless guest journey.
• Record guest preferences in systems to inform operations.
• Assist with reservations for Restaurant, Spa and Kids' Club and communicate clearly.
• Provide guests with up-to-date information on activities and bookings.
• Maintain telephone etiquette and adapt communication style per guest.
• Follow all guest journey processes with compliance to standards.
• Operate multiple platforms concurrently and manage tasks efficiently.
• Use Six Senses App for guest communications and ensure timely task execution.
• Ensure thorough handover of outstanding matters at shift end.
• Keep switchboard and telephony equipment in good working order.
• Uphold Six Senses guidelines and service standards, aiming to exceed benchmarks.
• Adhere to LQA standards and utilise guest feedback for continuous improvement.

Skills

Fluent English and Spanish

MS Office

Education

High school diploma

Hospitality diploma/degree

Work permit (Spanish or EU)

Tools

POS systems

PMS platforms

CRM platforms

Job description

Six Senses Quexigal Palace is seeking a Guest Service Agent in Spain to safeguard guest experience pillars and participate in brand initiatives. You will oversee guest communications, manage calls and reservations, and ensure impeccable service across all touchpoints.

The role requires fluency in English and Spanish, strong MS Office skills, and familiarity with POS, PMS, and CRM systems. Local regulatory compliance and exemplary hospitality service are essential.