Accor is a world-leading hospitality group with a vast portfolio of over 5,000 properties across 110 countries, ranging from luxury brands like Fairmont and Sofitel to economy staples like ibis. As a global leader in the travel and lifestyle sector, the company operates a massive network of hotels, resorts, and residences, supported by a workforce of nearly 300,000 employees worldwide.

In Spain, Accor has a robust presence with a significant number of hotels in key hubs such as Madrid, Barcelona, and the Balearic Islands. The company is highly relevant for international professionals due to its structured internal mobility programs and its "Heartist" culture, which emphasizes diversity and professional growth. Their Spanish operations frequently seek multilingual talent for both corporate roles and high-end guest services in their luxury and lifestyle segments.

Accor was founded in 1967 by Paul Dubrule and Gérard Pélisson with the opening of the first Novotel hotel in Lille, France. Over the decades, it grew into Europe's largest hotel group through strategic acquisitions of brands like Sofitel, Motel 6, and Fairmont Raffles Hotels International.

Guest Experience Agent

Accor

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

Company Description

About Us 🏨

Mondrian & Hyde Ibiza

Join us for a unique opportunity to work with two different hotel brands.

Mondrian Ibiza is an elegant paradise with 154 rooms and designer public spaces, including a spacious terrace with bay views.

Hyde Ibiza is a paradise for food lovers inspired by festivals and a showcase of music and nightlife, with 401 rooms featuring natural textures and artisanal touches.

Together, the hotels boast seven restaurants and bars, ranging from premium sushi to Balearic sea-to-table cuisine.

The hotels are managed by Ennismore, the fastest-growing lifestyle hospitality company, in collaboration with the Azul Mar Cala Llonga Group, owned by the Apollo investment fund

Job Description

What we expect from you?
Under the supervision of the GEX & Concierge manager, as part of the guest experience, you are expected to provide friendly, attentive, and professional service at all times. This involves anticipating guest needs, responding to their questions and requests quickly and effectively, and ensuring they feel comfortable and welcome during their stay. Additionally, it is important to maintain a clean and tidy environment to ensure a pleasant experience. Courtesy, empathy, and the ability to solve problems efficiently are key skills for providing an excellent guest experience.

What your day-to-day will look like:
· Welcome guests upon arrival at the hotel, provide them with information about available services, and assist them with the check-in process.
· Review VIP arrivals to request the preparation of amenities from the kitchen and F&B.
· Be available to answer questions, resolve problems, and attend to guest needs during their stay.
· Handle guest complaints and issues efficiently and professionally, seeking solutions and ensuring that problems are resolved satisfactorily.
· Maintain accurate records of guest information, preferences, and special requests to ensure a personalized experience during future visits.
· Maintain confidentiality at all times and regarding any demand or attention provided to a client, always acting with absolute discretion.
· Promote hotel services and special offers to enhance the guest experience and encourage customer loyalty.
· Review traces, comments, and other reservation notes to meet guest expectations.
· Stay up to date on the day's events, groups, arrivals, departures, and incidents.
· Send pre-arrival letters.
· Maintain a positive attitude and pay attention to detail throughout the shift.
· Have in-depth knowledge of all hotel points of sale to provide accurate information to guests.
· Establish a good relationship with regular customers or ALL members so they feel at home.

Requirements

Requirements:

· Previous experience in customer service, hospitality, or related roles.

· Excellent communication skills, empathy, and problem-solving abilities.

· Ability to manage multiple tasks and attention to detail.

· Fluent English, spoken and written.

Additional Information

What awaits you? 🎯

• A competitive package and many development opportunities.

• Contract type: Fixed-discontinuous (Seasonal).

• Join an innovative and fast-growing international group committed not only to building new hotels, but to building a global brand.

• The opportunity to challenge the norm and work in a creative and rewarding environment.

• Be part of a team passionate about creating great hotel experiences and building a brand portfolio.

• Lunch is served daily in the Staff Restaurant.

• Great discounts at all Ennismore hotels and special discounts at numerous companies on the island.

• Many opportunities to progress and grow as part of a global family of brands.

• Regular team meetings, from our team activities to our end-of-season super party; we work hard, but we know how to have fun!

At Mondrian & Hyde Ibiza, we promote equal opportunities for all people, regardless of gender, identity, age, sexual orientation, origin, disability, or religion. We encourage diversity and inclusion, building an environment where every person feels valued and respected.

View original advert (Spanish)

Descripción de la empresa

Sobre Nosotros 🏨

Mondrian & Hyde Ibiza

Únete a nosotros para disfrutar de una oportunidad única de trabajar con dos marcas hoteleras diferentes.

Mondrian Ibiza es un elegante paraíso con 154 habitaciones y espacios públicos de diseño, incluida una amplia terraza con vistas a la bahía.

Hyde Ibiza es un paraíso para los amantes de la gastronomía inspirado en los festivales y un escaparate de la música y la vida nocturna, con 401 habitaciones con texturas naturales y toques artesanales.

Juntos, los hoteles suman siete restaurantes y bares, que van desde sushi de primera calidad hasta cocina balear, del mar a la mesa.

Los hoteles están gestionados por Ennismore, la empresa hotelera lifestyle de más rápido crecimiento, en colaboración con el Grupo Azul Mar Cala Llonga, propiedad del fondo de inversión Apollo

Descripción del empleo

¿Qué esperamos de ti?
Bajo la supervisión GEX & Concierge manager, como parte de la experiencia del huésped, se espera que proporciones un servicio amable, atento y profesional en todo momento. Esto implica anticipar las necesidades de los huéspedes, responder a sus preguntas y solicitudes de manera rápida y efectiva, y asegurarte de que se sientan cómodos y bienvenidos durante su estadía. Además, es importante mantener un entorno limpio y ordenado para garantizar una experiencia agradable. La cortesía, la empatía y la capacidad de resolver problemas de manera eficiente son habilidades clave para brindar una excelente experiencia al huésped.

Cómo será tu día a día:
· Dar la bienvenida a los huéspedes cuando llegan al hotel, proporcionarles información sobre los servicios disponibles y ayudarles con el proceso de registro.
· Revisar las llegadas VIP para solicitar a cocina y F&B que se preparen las amenities.
· Estar disponible para responder preguntas, resolver problemas y atender las necesidades de los huéspedes durante su estancia.
· Manejar quejas y problemas de los huéspedes de manera eficiente y profesional, buscando soluciones y asegurándose de que los problemas se resuelvan satisfactoriamente.
· Mantener registros precisos de la información de los huéspedes, sus preferencias y solicitudes especiales para garantizar una experiencia personalizada durante futuras visitas.
· Mantener la confidencialidad en todo momento y ante cualquier demanda o atención prestada a un cliente, actuando siempre con absoluta discreción.
· Promover los servicios y las ofertas especiales del hotel para mejorar la experiencia del huésped y fomentar la fidelidad del cliente.
· Revisar los traces, comments y demás anotación de las reservas para poder cumplir con las expectativas de los huéspedes.
· Estar al día de los eventos, grupos, llegadas, salidas e incidencias del día.
· Enviar las prearrival letters.
· Mantener una actitud positiva y prestar atención a los detalles durante todo el turno.
· Conocer en profundidad todos los puntos de venta del hotel para poder proporcionar información precisa a los huéspedes.
· Establecer una buena relación con clientes habituales o members ALL para que se sientan como en casa.

Requisitos

Requisitos:

· Experiencia previa en atención al cliente, hospitalidad o roles relacionados.

· Excelentes habilidades de comunicación, empatía y resolución de problemas.

· Capacidad para gestionar múltiples tareas y atención al detalle.

·Inglés fluido, hablado y escrito.

Información adicional

¿Qué te espera? 🎯

• Un paquete competitivo y muchas oportunidades de desarrollo.

• Tipo de contrato: Fijo-discontinuo.

• Únete a un grupo internacional innovador y de rápido crecimiento que se ha comprometido no sólo a construir nuevos hoteles, sino a construir una marca global.

• La oportunidad de desafiar la norma y trabajar en un entorno creativo y gratificante.

• Formar parte de un equipo al que le apasiona crear grandes experiencias hoteleras y construir una cartera de marcas.

• En el Restaurante Interno se sirve almuerzo todos los días.

• Grandes descuentos en todos los hoteles de Ennismore y descuentos especiales en numerosas empresas de la isla.

• Muchas oportunidades para progresar y cambiar como parte de una familia global de marcas.