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鈥檚 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