As a Guest Relations Team Leader at Fairmont La Hacienda Costa del Sol, you will be the key reference for guest experience in the lobby and public areas. You will lead the Guest Relations team to deliver highly personalized, proactive service aligned with Forbes Travel Guide and LQA standards. You will oversee the full guest journey for VIPs, long stays, and special segments, ensuring flawless execution of personalized experiences, managing amenities within budget, and handling guest concerns face-to-face to maintain a luxury standard at all times. Responsibilities Team Leadership & Guest Experience Supervise daily team performance in the lobby, providing real-time coaching and feedback Conduct performance reviews and support team development Oversee personalized guest journeys (VIPs, families, long stays) Handle escalated guest complaints and ensure full resolution Develop and update SOPs and departmental checklists Conduct LQA audits and ensure continuous training (target: 90%+) VIP Experience & Special Preparations Coordinate personalized amenities for special occasions, children, and pets Manage pre-arrival communication and guest preferences Oversee room setups, decorations, and floral arrangements Lead VIP welcomes, meet & greets, and high-value guest interactions Manage and control children’s gift inventory VIP Plan & Budget Control Oversee daily VIP planning, priorities, and execution Perform quality checks on amenities and VIP room setups Continuously improve VIP protocols and guest experience strategies Monitor and control amenity budget and consumption Prepare reports and optimize usage based on guest segments Plan special amenities for key dates (e.g., holidays, events) Agency Communication Send post-arrival follow-ups to partner agencies Manage post-stay communication, sharing feedback and strengthening relationships Cross-Department Coordination Coordinate external activities (excursions, transfers, experiences) Work closely with Housekeeping, Concierge, and Rooms Division Represent Guest Relations in operational meetings
Education in Hospitality Management, Tourism, or a related field. Minimum of 2 years of experience in Front Office or Guest Relations in luxury hotels. Previous experience leading teams or acting as an operational reference. Passion for guest service and a strong focus on excellence in a luxury environment. Solid previous experience in Guest Relations, Royal Service, Front Office, or similar roles, preferably in luxury hotels. Excellent verbal and written communication skills, along with strong interpersonal abilities, with proven experience leading or coordinating teams. Strong organizational and planning skills, especially in managing schedules, training, stock, and documentation. Fluency in English and Spanish ; additional languages will be considered an advantage. Advanced knowledge and hands-on experience with systems such as Opera/Opera Cloud, ALICE, Rainbow, SevenRooms, Hudini, and online reputation platforms. Previous experience in training, mentoring, coaching, or trainer-related responsibilities. Advanced proficiency in office tools (Word, Excel, PowerPoint) for reporting, training materials, and presentations. Candidate must be a citizen of the European Union or possess 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!