As a Royal Service Team Leader – Departmental Trainer, you will act as the operational and training reference for the Guest Relations and Royal Service teams at Fairmont La Hacienda Costa del Sol. You will drive service excellence, oversee room allocation and back-office stock, and act as a key user of departmental systems (ALICE, Rainbow, SevenRooms, Hudini, etc.).
You will also play a key role as a departmental trainer, ensuring all team members master service standards, communication protocols, systems, and SOPs, delivering a consistent luxury guest experience aligned with Fairmont brand standards.
Responsibilities
Team Leadership & Guest Experience
- Supervise daily team performance, providing real-time feedback and coaching
- Handle escalations, VIP guests, and sensitive situations professionally
- Manage VIP guest communication (pre, during, and post stay)
- Ensure accurate VIP reporting and coordination across departments
- Conduct performance reviews and maintain high LQA standards (target: 90%)
Rooms & Stock Management
- Oversee room allocation, prioritising VIPs and operational needs
- Monitor room status (OOO/OOS, blocks, special cases)
- Manage back-office inventory (amenities, stationery, supplies)
- Coordinate stock replenishment with Purchasing and other departments
Systems & Analytics
- Act as department specialist for ALICE, analysing performance and improving processes
- Lead training and correct usage of systems (Rainbow, SevenRooms, Hudini)
- Ensure accuracy of guest journeys, data, and digital platforms
- Manage online reputation tools (TrustYou), responding to feedback and coordinating improvements
Training & Development (Departmental Trainer Role)
- Lead onboarding and continuous training for Guest Relations and Royal Service teams
- Create and update training materials, SOPs, and onboarding kits
- Organise training schedules, track attendance, and ensure compliance
- Deliver training on communication standards (phone etiquette, radio use)
- Conduct LQA self-assessments and identify training needs
- Manage system access and user setup in coordination with IT and HR