Guest Relations Manager

Fairmont La Hacienda will offer guests one of the most exclusive resorts in southern Spain.

Situated on the San Roque coast, in a unique and privileged enclave near Sotogrande, it features a luxurious 5-star hotel and branded residences, showcasing breathtaking sea views.

Guests at Fairmont La Hacienda will indulge in a luxury resort experience with access to pools, a spa, fitness facilities, a grand ballroom, and flexible meeting spaces.

Surrounded by two of southern Europe's most renowned golf courses, the hotel provides an exclusive retreat for golf enthusiasts, beach lovers, and discerning travelers. 

Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into special memories for our guests at Fairmont La Hacienda Costa del Sol. Showcase your interpersonal strengths as Guest Relations Manager, where you will lead, train and recognize your team in support of exceptional guest service!

Summary of Responsibilities:
Responsibilities and essential job functions include but are not limited to the following:

• Support all aspects of the Front Office departments, including Front Desk, Reservations, Royal Service, Concierge and, Guest Relations, ensuring adherence to service standards and providing friendly, engaging service.
• Address guest concerns promptly, tracking and communicating 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.

• 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.
• Experience with a Hotel loyalty program an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

Applicants are kindly requested to possess either EU citizenship or a valid work permit for Spain.

What is in it for you:

• Competitive Salary and Benefits
• Discounted hotel rooms and food and beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!