Job Title: Guest Experience Agent (Concierge)
Department: Guest Services & Guest Experience
Reports to: Guest Experience and Guest Service Manager
Location: Jumeirah Mallorca
Position Type: Full-Time, Permanent

Position Overview

The Guest Experience Agent (Concierge) plays a pivotal role in delivering exceptional luxury service to our guests. As a key member of the Guest Services & Guest Experience team, the Concierge Agent is responsible for providing personalized, seamless, and memorable experiences for every guest. You will act as an expert resource for all guest requests, assisting with reservations, special arrangements, and local recommendations, while maintaining the highest standards of hospitality. This role is integral to ensuring our guests enjoy a world-class experience in line with the luxury standards of the hotel.

Key Responsibilities

Guest Experience (Concierge Services):

Serve as the first point of contact for guests, offering exceptional service from arrival to departure. Anticipate and respond promptly to guest requests, delivering personalized experiences that exceed expectations. Provide expert recommendations and make reservations for dining, entertainment, spa treatments, transportation, and more, with a keen attention to detail. Coordinate with local vendors, service providers, and the hotel’s internal departments to ensure guest requests are fulfilled seamlessly. Assist in arranging VIP services, such as special requests, transportation, and bespoke guest experiences, ensuring every detail is meticulously planned and executed. Maintain up-to-date knowledge of local attractions, events, and happenings, offering valuable recommendations and guidance to guests. Assist with guest inquiries, providing information about hotel amenities, services, and the local area.

Guest Satisfaction:

Provide proactive solutions to any guest issues or concerns, ensuring swift resolution in line with hotel standards. Strive to exceed guest expectations in all interactions, fostering positive relationships and ensuring guests feel valued. Regularly seek guest feedback to continuously improve the guest experience and contribute to the overall satisfaction scores. Address guest feedback promptly, ensuring corrective action is taken when necessary, and follow up to ensure satisfaction.

Team Collaboration:

Work closely with the Guest Experience and Guest Service Manager and other team members to ensure smooth day-to-day operations of the concierge desk. Collaborate with the bellmen, front desk, and other hotel departments to provide a seamless experience for the guest. Participate in regular team meetings and training sessions to ensure high-level service delivery and the consistent application of hotel standards.

Operational Efficiency:

Ensure that all concierge desk operations are conducted efficiently, maintaining a clean and welcoming environment. Handle guest requests and inquiries in a timely and efficient manner, using hotel systems and tools (e.g., Opera, Opera Cloud, Protel) to track and manage requests. Support the development of standard operating procedures for concierge services, ensuring compliance with LQA and Forbes standards.

Training & Development:

Participate in ongoing training to enhance service skills and knowledge, with a strong focus on luxury guest service standards. Stay up-to-date with hotel offerings, new services, and local trends, ensuring you are always ready to provide the most current and relevant information to guests. Contribute to creating a "culture of excellence" within the department by maintaining high service standards and a proactive attitude.

Administrative Support:

Assist with administrative tasks such as preparing guest arrival notes, ensuring guest profiles are updated with preferences, and handling documentation related to guest requests. Help maintain a clean and organized work area at the concierge desk, ensuring all materials and resources are in order and available when needed. Skills & Qualifications:

Education & Experience:

A degree in Hospitality Management, Tourism, or a related field is preferred. At least 2-3 years of experience in a concierge or guest services role in a luxury hotel environment. Previous experience in customer-facing roles is highly desirable.

Skills & Competencies:

Strong interpersonal and communication skills with the ability to build rapport with guests and colleagues. In-depth knowledge of the local area, including attractions, events, restaurants, and transportation options. Proficiency in hotel management systems (e.g., Opera, Opera Cloud, Protel). Excellent problem-solving skills, with the ability to think on your feet and find creative solutions to meet guest needs. Ability to work independently and as part of a team, demonstrating a proactive, guest-centered approach.

Language Skills:

Fluent in English and Spanish. Additional languages are a plus.

Personal Attributes:

Passion for providing exceptional service and creating memorable guest experiences. A strong sense of responsibility, attention to detail, and a commitment to excellence in all aspects of service. Ability to maintain a professional demeanor and appearance in all guest-facing situations. Flexibility to work various shifts, including weekends and holidays, based on hotel needs. Compensation & Benefits: Competitive salary [Additional benefits, e.g., health insurance, vacation days, staff discounts, etc.]