Guest Relations Ambassador

Something Extraordinary Every Day

We are looking for an Apartment Ambassador to join our team at La Roca Village and elevate the ultra‑luxury experience we offer to our most distinguished guests. In this key role, you will shape unforgettable, highly personalised moments within The Apartment and The Suites, ensuring that every interaction reflects the highest standards of hospitality, care, and discretion.

As an Ambassador, you will blend hospitality excellence with clienteling and relationship‑building, transforming each guest contact into an opportunity for emotional connection, loyalty, and long‑term commercial impact. You will work closely with our Private Client Services (PCS) team to support Black Book acquisition, nurture relationships with HNW guests, participate in events, and contribute to the growth of our private client portfolio.

About the role

What you'll do:

• Deliver exceptional, personalised guest experiences in The Apartment and The Suites.
• Build meaningful relationships with high‑value guests, anticipating their needs and exceeding expectations.
• Support PCS in client acquisition, profiling and ongoing relationship management.
• Participate in high‑end events and activations, representing our brand with excellence.
• Contribute to long‑term client portfolio development and loyalty strategies.

Who you are:

• Passionate about luxury hospitality, guest experience and personalized service.
• Warm, intuitive, detail‑oriented and able to create emotional connection effortlessly.
• Experienced in hospitality, luxury retail, clienteling or guest‑facing roles.
• Confident working with HNW clients and maintaining high standards of discretion and professionalism.
• Collaborative, proactive and comfortable working in a dynamic, guest‑driven environment.

If you're driven by creating memorable moments and delivering world‑class service, we'd love to meet you.

BACKGROUND & SKILLS:

• Experience in luxury hospitality, tourism, retail or premium client-facing environments
• Strong understanding of clienteling strategies, especially for HNW clientele
• Skilled in personalized communication and guest relationship development
• High emotional intelligence and cultural awareness
• Ability to remain calm and organized during high guest volume
• CRM proficiency (Salesforce preferred)
• Must be fluent in Spanish and English to support both local and international guests.
• Knowledge of additional languages (especially French, Russian, Arabic, and Chinese) is highly desirable when engaging with HNW clientele.
• Professional, polished presentation at all times
• Flexibility to work weekends, evenings, holidays, and high business periods

KEY RESPONSIBILITIES:

• Build relationships with VIP, Black Book, HNW, and referred guests
• Conduct proactive clienteling via calls, WhatsApp, invitations, and follow-ups
• Convert eligible guests into Black Book members
• Capture insights and preferences in Salesforce
• Host guests inside The Apartment with personalized luxury service
• Promote Personal Shopping, Hands-Free Shopping, and membership benefits
• Manage pre-arrival confirmations, arrival details, and briefings
• Support events, workshops, lunches, and activations

There's no one quite like us

The Bicester Collection are the worlds' leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 11 Villages in Europe and China as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.

What we do for you

The key to our success is the quality and commitment of our people. In return for your dedication and hard work, you'll receive a generous salary and along with a competitive benefits package including 25 days annual leave, along with extra leave on your birthday and if you are getting married or moving, you will receive discounts throughout our villages, a very generous employee referral bonus, access to private medical and dental cover, along with many more benefits

Come and live your story with us

The key to our success is the quality and commitment of our people. We are diverse in background, age, experience and leadership style. We believe that an inclusive workforce makes magic happen. We have huge ambition for what we can achieve together and we want to have fun