Guest Relations Agent

Fairmont La Hacienda offers 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. 

About Fairmont Hotels & Resorts

Join a dynamic team and become part of a network of 90 spectacular properties, with 34 more in development, across 30 countries worldwide — from the beaches of Hawaii to the pristine national parks of Canada, the heart of London, and the deserts of the United Arab Emirates.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

The Guest Relations Agent is responsible for delivering an exceptional guest experience by providing personalized service, handling guest requests, resolving concerns, and ensuring guest satisfaction throughout their stay. This role serves as a key point of contact between guests and hotel departments, helping to create memorable and positive experiences.

Key Responsibilities

• Welcome guests in a professional, friendly, and courteous manner.
• Build positive relationships with guests and anticipate their needs.
• Assist with VIP arrivals, special requests, celebrations, and guest preferences.
• Respond promptly to guest inquiries, requests, and complaints.
• Coordinate with Housekeeping, Food & Beverage, Maintenance, and other departments to ensure seamless service delivery.
• Follow up on guest feedback and ensure appropriate resolutions are implemented.
• Maintain accurate records of guest interactions, requests, and preferences.
• Promote hotel services, facilities, and local attractions.
• Support guest satisfaction initiatives and loyalty program enrollments.
• Conduct courtesy calls and guest satisfaction checks during stays.
• Ensure compliance with hotel standards, policies, and procedures.
• Assist in handling emergency situations according to hotel protocols.

Qualifications

• High school diploma or equivalent; Hospitality or Tourism studies preferred.
• Previous experience in Guest Relations, Front Office, Customer Service, or Hospitality is an advantage.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and customer-focused mindset.
• Ability to multitask and work effectively in a fast-paced environment.
• Professional appearance and positive attitude.
• Proficiency in Microsoft Office and hotel management systems is preferred.
• Fluent in English; additional languages are highly valued.

Additional Information

Our Values

Respect:
We value the needs, ideas, and individuality of others. We treat everyone with fairness and dignity.

Belonging:
We celebrate our differences. We support one another and always stand together.

Integrity:
We build trust through mutual respect and authenticity.

Empowerment:
We have the power to take initiative and anticipate moments that create unforgettable experiences.

Excellence:
We build genuine connections and cherish every opportunity to make those around us feel special.

Diversity and Inclusion

Committed to creating an inclusive environment where diverse talents thrive, we welcome candidates from all backgrounds to join our team.

Employee Benefits

Join our team and enjoy a range of exclusive colleague benefits, including complimentary upgrades, extended stays, discounted stays at Accor , Fairmont and Raffles properties, special discounts on dining and wellness services, and additional luxuries to enhance your experience.
We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.