Luxury Guest Experience Specialist

IHG Hotels & Resorts; Cebreros; On-site; EUR 22,000 - 28,000; Full time

Job summary

Six Senses Quexigal Palace seeks a Guest Service Agent to deliver personalized hospitality, ensuring guests feel welcomed throughout arrival to departure. You will handle front-desk tasks, calls, reservations and guest communications with poise.

Requirements include 1 year in luxury hotel operations, fluency in English and Spanish, and familiarity with MS Office, POS, PMS and CRM. Hospitality diploma preferred; valid work permit required.

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.
• Fluent in English and Spanish.
• Valid Spanish Work Permit or European Union citizenship is required for this role.

Responsibilities

• Assume full responsibility for the efficient operation of all Guest Experience tasks, ensuring the delivery of exceptional products and services in accordance with brand operating standards.
• Oversee the daily operation of telephone services during the shift, including related administrative duties and coordination of telephone operators.
• Ensure that all established policies, procedures and best practices are in place and rigorously followed.
• Interact with guests and hosts in a professional, courteous and positive manner, proactively seeking feedback and ensuring an exceptional guest experience from arrival to departure.
• Maintain comprehensive knowledge of all resort facilities and services, including room categories and reservation codes.
• Manage all incoming telephone calls and email communications, ensuring they are appropriately handled, actioned or redirected to the relevant departments.

Skills

Fluent in English

Fluent in Spanish

Customer-focused

Education

High school diploma or equivalent

Hospitality diploma/degree

Tools

MS Office

POS

PMS

CRM

Job description

Six Senses Quexigal Palace seeks a Guest Service Agent to deliver personalized hospitality, ensuring guests feel welcomed throughout arrival to departure. You will handle front-desk tasks, calls, reservations and guest communications with poise.

Requirements include 1 year in luxury hotel operations, fluency in English and Spanish, and familiarity with MS Office, POS, PMS and CRM. Hospitality diploma preferred; valid work permit required.