Mandarin Oriental, Barcelona is looking for a Guest
Experience Agent to join our Rooms Division team.
Are you
a master of craft? Do you thrive in a team that succeeds together, demonstrating
integrity and respect while acting responsibly? Do you embrace a growth mindset?
We invite you to become a fan of the exceptional.
Mandarin Oriental
is the award-winning owner and operator of some of the most luxurious hotels,
resorts and residences located in prime destinations around the world, with
a strong development pipeline. Increasingly recognised for creating some of
the world’s most sought-after properties, the Group provides legendary service
inspired by Asian heritage whilst representing the very cutting-edge of luxury
experiences.
Mandarin Oriental, Barcelona is an exclusive 5-star hotel
located on Barcelona's Paseo de Gracia, also home to several historic modernist
works and architectural gems by Gaudí.
The hotel belongs to the Mandarin
Oriental Hotel Group which is an international hotel management group with more
than 38 luxury hotels, resorts and residences with a worldwide presence in Asia,
Europe and the Americas.
About the job
Based
at Mandarin Oriental, Barcelona, within the Rooms Division
Department, the Guest Experience Agent is responsible for delivering
personalized and memorable guest experiences throughout the guest journey,
ensuring the highest standards of luxury hospitality and service excellence.
The Guest Experience Agent reports to the Guest Experience Supervisor / Front
Office Manager.
As Guest Experience Agent, you will
be responsible for the following duties:
- Communicate guest
preferences, requests, VIP amenities and special requirements to all relevant
departments to ensure seamless service delivery. - Attend daily
Operations Meetings and follow up on guest-related matters and service
opportunities. - Ensure that Mandarin Oriental Legendary Quality
Experiences, policies and procedures are understood and consistently
followed. - Anticipate and identify individual guest preferences,
tailoring services to create personalized experiences. - Review arrival,
in-house and departure reports to anticipate guest needs and ensure smooth
operations. - Establish personal contact with guests throughout their
stay, both in the lobby and Food & Beverage outlets. - Escort guests
to their rooms and provide a detailed orientation of room features and hotel
facilities. - Respond to guest requests promptly, proactively
and professionally, ensuring complete satisfaction. - Maintain an active
presence in the lobby, engaging with guests and providing assistance whenever
required. - Participate in hotel site inspections and familiarization
trips as requested. - Support Concierge operations whenever
necessary. - Handle guest feedback, concerns and service recovery
situations with empathy and professionalism. - Perform any other
reasonable duties as assigned by management.
As Guest
Experience Agent, we expect from you:
- Strong interpersonal,
communication and guest engagement skills. - Exceptional attention
to detail and passion for luxury hospitality. - Excellent problem-solving
abilities and service recovery skills. - Highly responsible, reliable
and proactive attitude. - Ability to work under pressure in a fast-paced
environment. - Excellent organizational and multitasking skills.
- Ability to work cohesively within a multicultural team environment.
- Strong focus on guest satisfaction while remaining calm, professional
and courteous. - Previous experience in Front Office, Guest Relations
or Luxury Hospitality is preferred. - Excellent knowledge of hotel
operations and guest service standards. - Fluency in English and Spanish
is required; additional languages are an asset. - Computer literacy
and familiarity with hotel property management systems.
Our
commitment to you
- Learning & Development. Your success is our
success. We craft unique learning and development programmes for various stages
in your career so that you grow, continuously. - MOstay. As a member
of the #MOfamily, you can stay with us wherever you go in the world through our
complimentary stays and special staff rates programme. - Health &
Colleague Wellness. A variety of health benefits and wellness programmes
are offered to all our colleagues globally.
Benefits
- We have a Canteen with a different menu every week, so you can eat
during your work shift. - We have a learning platform where you can
be trained in the courses you are interested in. - Our laundry team
will provide you with a clean and ironed uniform whenever you need it.
- Our working environment at the hotel is young, fun and multicultural.
- Complimentary stays and special staff rates.
- You can have a tea
or coffee whenever you want in our Coffee Corner. - Be part of a company
with worldwide recognition. - Join a team with a passion for service
and luxury. - Electric scooter parking and bicycle parking facilities
available. - Staff parties and team-building activities throughout
the year. - Opportunities for growth and career development within
Mandarin Oriental Hotel Group. - Free weekly physiotherapy sessions.
- Enjoy your birthday off to celebrate however you wish.
Mandarin Oriental is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment
for all colleagues.
We’re Fans. Are you?
