Descripción de la oferta
ph3Overview /h3pbFairmont La Hacienda /b 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. /ppbJob Description /bbr/As a Royal Service Team Leader – Departmental Trainer, you will act as the operational and training reference for the Guest Relations and Royal Service teams at Fairmont La Hacienda Costa del Sol. You will drive service excellence, oversee room allocation and back-office stock, and act as a key user of departmental systems (ALICE, Rainbow, SevenRooms, Hudini, etc.). You will also play a key role as a departmental trainer, ensuring all team members master service standards, communication protocols, systems, and SOPs, delivering a consistent luxury guest experience aligned with Fairmont brand standards. /p h3Responsibilities /h3 h3Team Leadership Guest Experience /h3 ul liSupervise daily team performance, providing real-time feedback and coaching /li liHandle escalations, VIP guests, and sensitive situations professionally /li liManage VIP guest communication (pre, during, and post stay) /li liEnsure accurate VIP reporting and coordination across departments /li liConduct performance reviews and maintain high LQA standards (target: 90%) /li /ul h3Rooms Stock Management /h3 ul liOversee room allocation, prioritising VIPs and operational needs /li liMonitor room status (OOO/OOS, blocks, special cases) /li liManage back-office inventory (amenities, stationery, supplies) /li liCoordinate stock replenishment with Purchasing and other departments /li /ul h3Systems Analytics /h3 ul liAct as department specialist for ALICE, analysing performance and improving processes /li liLead training and correct usage of systems (Rainbow, SevenRooms, Hudini) /li liEnsure accuracy of guest journeys, data, and digital platforms /li liManage online reputation tools (TrustYou), responding to feedback and coordinating improvements /li /ul h3Training Development (Departmental Trainer Role) /h3 ul liLead onboarding and continuous training for Guest Relations and Royal Service teams /li liCreate and update training materials, SOPs, and onboarding kits /li liOrganise training schedules, track attendance, and ensure compliance /li liDeliver training on communication standards (phone etiquette, radio use) /li liConduct LQA self-assessments and identify training needs /li liManage system access and user setup in coordination with IT and HR /li /ul h3Qualifications /h3 ul liEducation in Hospitality Management or a related field is an advantage. /li liMinimum of 2 years of experience in Front Office, Guest Relations, or Royal Service. /li liPassion for guest service and a strong focus on excellence in a luxury environment. /li liSolid previous experience in Guest Relations, Royal Service, Front Office, or similar roles, preferably in luxury hotels. /li liExcellent verbal and written communication skills, along with strong interpersonal abilities, with proven experience leading or coordinating teams. /li liStrong organizational and planning skills, especially in managing schedules, training, stock, and documentation. /li liFluency in English and Spanish; additional languages will be considered an advantage. /li liAdvanced knowledge and hands-on experience with systems such as Opera/Opera Cloud, ALICE, Rainbow, SevenRooms, Hudini, and online reputation platforms. /li liPrevious experience in training, mentoring, coaching, or trainer-related responsibilities. /li liAdvanced proficiency in office tools (Word, Excel, PowerPoint) for reporting, training materials, and presentations. /li /ul pbCandidate must be a citizen of the European Union or possess a valid work permit for Spain. /b /p h3Additional Information /h3 h3What Is In It For You /h3 ul liCompetitive Salary and Benefits /li liDiscounted hotel rooms and food and beverage rates to employees at our sister properties around the globe. /li liWe provide learning programs through our Academies to promote growth and development so that you can perform at your full potential. /li liOpportunity to develop your talent and grow within your property and across the world! /li /ul /p #J-18808-Ljbffr
