Descripción de la oferta
ph3Company Description /h3 pFairmont 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. /p h3Job Description /h3 pAs 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. /p h3Responsibilities /h3 ul liAnswer all incoming calls with impeccable etiquette and brand‑aligned greeting standards. /li liDeliver accurate information on hotel services, facilities, promotions, and general inquiries while remaining calm and composed. /li liHandle and process wake‑up call requests with precision. /li liManage in‑room dining orders, capturing details, confirming preferences, and coordinating with kitchen and IRD team. /li liRespond promptly to housekeeping and turndown requests, ensuring follow‑up and closure. /li liHandle maintenance requests and coordinate with Engineering team, tracking progress and guest updates. /li liAssist with Concierge‑related queries such as restaurant recommendations, transportation, local area knowledge, and ticket bookings. /li liLog, track, and close guest requests using PMS and service platforms (e.g., Opera, Rainbow, ALICE). /li liMonitor and handle emergency calls and critical situations in alignment with hotel protocols. /li liEnsure all interactions adhere to Forbes 5‑Star and LQA service standards, demonstrating emotional intelligence and empathy. /li liMaintain a poised presence throughout all communications, actively listening and personalizing interactions. /li liSupport creation and enhancement of guest profiles, collecting preferences for tailored service. /li liAssist in preparing VIP arrival reports, ensuring accuracy and relevance of guest information. /li liCollaborate with Butler, Guest Experience, and Rooms Division teams to validate preferences and personalize pre‑arrival communication. /li liConduct online research and profile enhancement for high‑profile or repeat guests. /li liEnsure VIP communications are professionally handled and personalized according to guest tier and profile. /li liParticipate in interdepartmental projects such as assisting with internal presentations, compiling guest services guides, and supporting initiatives related to guest satisfaction. /li liPerform 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. /li liBe open and responsive to perform additional tasks that align with the role. /li liPrevious experience in a similar role within a luxury hotel or hospitality environment is preferred. /li liExceptional verbal and written communication skills with a professional telephone manner. /li liFluent in English; additional languages are distinct advantage. /li liProficient in hotel systems including Opera, ALICE, HotSOS, Microsoft Office; fast learner with technology. /li liStrong organizational skills and ability to multitask in fast‑paced environment. /li liWarm, empathetic, detail‑oriented with passion for luxury hospitality and service excellence. /li liCapable of working independently and as part of a team, with high sense of responsibility and discretion. /li /ul h3Qualifications /h3 ul liPassion for guest service. /li liExcellent written and verbal communication, interpersonal, and leadership skills. /li liHighly organized, results‑oriented with flexibility and ability to work well under pressure. /li liFluency in English and Spanish. /li liAbility to handle multitude of tasks and guest requests. /li liKnowledge of Opera or Opera Cloud PMS is an asset. /li liAbility to work independently and prioritize responsibilities. /li liExperience with hotel loyalty program is an asset. /li liComputer proficiency in Windows environment (Word, Excel, PowerPoint). /li /ul h3Physical Demands /h3 ul liFocus attention on guest needs, remaining calm and courteous. /li liOccasional standing, walking, and carrying luggage. /li liPerform other reasonable job duties as requested. /li /ul h3Required Education and Experience /h3 ul liPost‑secondary education in Travel and Tourism or equivalent (plus). /li liMinimum 2 years of Front Office related experience. /li /ul h3What Is In It For You /h3 ul liCompetitive Salary and Benefits. /li liDiscounted hotel rooms and food and beverage rates to employees at sister properties worldwide. /li liLearning programs through Academies to promote growth and development. /li liOpportunity to develop talent and grow within property and across the world. /li /ul /p #J-18808-Ljbffr
