Guest Experience Agent

**Guest Experience Agent**

**About Us**

Kimpton Aysla Mallorca is a sanctuary of calm and well-being, nestled among the lush foliage of sunny southern Mallorca. A progressive take on country-club life, where active leisure meets utter relaxation, and touches of tradition blend with modern values. This is modern lifestyle lux - Mallorca style.

**Why We're Here**

We believe heartfelt, human connections make people's lives better. Especially the people who work here.

Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today.

Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

**How We're Different**

Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day.

It all flows from you. The lively, rebellious, genuine you - with your diverse background, talents, experiences, and plucky personality - is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine.

That's what we seek out and celebrate. It's people of all kinds who share a knack for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better.

It adds up to a work environment that's a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guests feel it; you'll feel it too.

Working at Kimpton is not just about working. And it’s certainly not like working at other places. We value personality, individuality, creativity, doing right, continually improving, focus and passion.

**Differences make a difference. **We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders.

**Be Yourself - Lead Yourself - Make it Count**

**What’s the Job?**

As a Guest Experience Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Reports to the Front Office Manager.

**Your day-to-day**

Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and returning guests.

Accommodating general and unique requests.

Analysing customer feedback and reviews to continuously improve overall rating, scores and metrics.

Provide information on hotel services and facilities.

Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.

Perform other duties as assigned including guest room tours, concierge services, special guest requests and needs, etc.

Support the Front Office Team in all required tasks.

Acknowledge IHG Rewards Club and Kimpton Karma members and returning guests, in person or on the phone.

Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.

Stay one step ahead of guests’ needs - record and act on their preferences, and handle their messages, requests, questions and concerns.

Be a trusted contact for all guests. Help them with anything from local knowledge, and loop in management when necessary.

Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.

Take pride in your appearance and place as a brand ambassador.

Always know what events and activities are on the day’s schedule.

**What we need from you**

Bachelor’s degree in hospitality or related field.

2+ years’ experience working in Guest Experience department.

Must be fluent in local language and English, German will be highly valuable.

Proactive, positive, energetic, dynamic, emphatic, team-worker and with passion for service.

**What to expect from us**

Competitive salary.

Discounted international room rates.

Employee recognition programmes.

Training programmes and access to IHG’s training tool.

Meals whilst on duty.

Uniform and laundry service.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality