Descripción de la oferta
Company Description
Fairmont La Hacienda offers guests one of the most exclusive resorts in southern Spain. Situated on the San Roque coast near Sotogrande, it features a luxurious 5‑star hotel and branded residences with breathtaking sea views. Guests enjoy access to pools, a spa, fitness facilities, a grand ballroom, and flexible meeting spaces. Surrounded by two of Europe’s most renowned golf courses, the hotel provides a retreat for golf enthusiasts, beach lovers, and discerning travelers.
Job Description
As a Royal Service Agent at Fairmont La Hacienda Costa del Sol you will be the central communication link between guests and all hotel departments, delivering highly personalized service in line with Forbes Travel Guide and LQA standards. You will ensure each interaction reflects warmth, efficiency, and luxury, and contribute to a flawless stay experience. This position requires exceptional communication skills, operational knowledge, discretion, attention to detail, and a deep understanding of luxury service philosophy. You will also support hotel‑wide initiatives and internal teams through key administrative and operational assignments.
Responsibilities
Answer all incoming calls with impeccable etiquette and brand‑aligned greeting standards.
Deliver accurate information on hotel services, facilities, promotions, and general inquiries while remaining calm and composed.
Handle and process wake‑up call requests with precision.
Manage in‑room dining orders, capturing details, confirming preferences, and coordinating with kitchen and IRD team.
Respond promptly to housekeeping and turndown requests, ensuring follow‑up and closure.
Handle maintenance requests and coordinate with Engineering team, tracking progress and guest updates.
Assist with Concierge‑related queries such as restaurant recommendations, transportation, local area knowledge, and ticket bookings.
Log, track, and close guest requests using PMS and service platforms (e.g., Opera, Rainbow, ALICE).
Monitor and handle emergency calls and critical situations in alignment with hotel protocols.
Ensure all interactions adhere to Forbes 5‑Star and LQA service standards, demonstrating emotional intelligence and empathy.
Maintain a poised presence throughout all communications, actively listening and personalizing interactions.
Support creation and enhancement of guest profiles, collecting preferences for tailored service.
Assist in preparing VIP arrival reports, ensuring accuracy and relevance of guest information.
Collaborate with Butler, Guest Experience, and Rooms Division teams to validate preferences and personalize pre‑arrival communication.
Conduct online research and profile enhancement for high‑profile or repeat guests.
Ensure VIP communications are professionally handled and personalized according to guest tier and profile.
Participate in interdepartmental projects such as assisting with internal presentations, compiling guest services guides, and supporting initiatives related to guest satisfaction.
Perform clerical and back‑office duties including filing, printing, tracking feedback, compiling reports, updating internal databases, and supporting other departments during high occupancy periods or special events.
Be open and responsive to perform additional tasks that align with the role.
Previous experience in a similar role within a luxury hotel or hospitality environment is preferred.
Exceptional verbal and written communication skills with a professional telephone manner.
Fluent in English; additional languages are distinct advantage.
Proficient in hotel systems including Opera, ALICE, HotSOS, Microsoft Office; fast learner with technology.
Strong organizational skills and ability to multitask in fast‑paced environment.
Warm, empathetic, detail‑oriented with passion for luxury hospitality and service excellence.
Capable of working independently and as part of a team, with high sense of responsibility and discretion.
Qualifications
Passion for guest service.
Excellent written and verbal communication, interpersonal, and leadership skills.
Highly organized, results‑oriented with flexibility and ability to work well under pressure.
Fluency in English and Spanish.
Ability to handle multitude of tasks and guest requests.
Knowledge of Opera or Opera Cloud PMS is an asset.
Ability to work independently and prioritize responsibilities.
Experience with hotel loyalty program is an asset.
Computer proficiency in Windows environment (Word, Excel, PowerPoint).
Physical Demands
Focus attention on guest needs, remaining calm and courteous.
Occasional standing, walking, and carrying luggage.
Perform other reasonable job duties as requested.
Required Education and Experience
Post‑secondary education in Travel and Tourism or equivalent (plus).
Minimum 2 years of Front Office related experience.
What Is In It For You
Competitive Salary and Benefits.
Discounted hotel rooms and food and beverage rates to employees at sister properties worldwide.
Learning programs through Academies to promote growth and development.
Opportunity to develop talent and grow within property and across the world.
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