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Luxury Guest Services Manager
hace 1 mes
Company Overview
Fairmont La Hacienda, a luxurious 5-star resort in southern Spain, offers an exclusive retreat for discerning travelers. Situated on the San Roque coast, it features breathtaking sea views and top-notch amenities, including pools, a spa, fitness facilities, and meeting spaces.
Job Description
Salary: €50,000 - €70,000 per annum
As a Luxury Guest Services Manager, you will be responsible for leading the Front Office team to deliver exceptional guest experiences at Fairmont La Hacienda Costa del Sol. This role requires a strong passion for guest service, excellent communication skills, and the ability to work under pressure.
Key Responsibilities:
- Support all aspects of the Front Office departments, including Front Desk, Reservations, Royal Service, Concierge, and Guest Relations.
- Address guest concerns promptly and communicate with relevant departments to ensure memorable guest experiences.
- Continuously seek and utilize guest feedback to improve service quality.
- Promote Accor Live Limitless to enhance on-site loyalty member recruitment and implement Room Upsell programs to drive incremental revenue.
- Review arrivals and departures, manage VIP and special request reservations, and coordinate room assignments with relevant departments.
- Collaborate with Housekeeping and Front Desk on arrivals, departures, and lobby management.
- Communicate operational needs and important information to teams through briefings, emails, and meetings.
- Optimize productivity through effective staffing and scheduling.
- Coach and mentor Guest Relations colleagues in their personal and professional development.
- Ensure a safe working environment by following and maintaining Health & Safety standards.
- Assist with special projects and tasks as assigned by the hotel leadership team.
Qualifications:
- Passion for guest service.
- Excellent written and verbal communication (Spanish and English), interpersonal and leadership skills.
- Highly organized, results-oriented with the ability to be flexible and work well under pressure.
- Degree or Diploma in Hospitality Management is an asset.
- Minimum of 2-year previous proven leadership experience.
- Must have the ability to handle a multitude of tasks and Guest requests.
- Knowledge of Opera Property Management System an asset.
- Strong guest service orientation and training skills background required.
- Ability to work independently and prioritize responsibilities.
