Fuerte Group Hotels is a family-owned Spanish hotel chain with over 60 years of experience in the hospitality and tourism industry. Headquartered in Marbella, the group operates a diverse portfolio of brands including Fuerte Hoteles, Amàre Hotels, Olée Holiday Rentals, and the flagship El Fuerte Marbella, focusing on high-end service and sustainable tourism practices.

With a significant footprint across Andalusia and the Balearic Islands, the company offers a wide range of opportunities for international professionals in areas such as guest experience, culinary arts, and corporate management. Their international outlook is reflected in their recruitment of multilingual staff and specialized roles like International Talent Recruiters, making them a key player for those seeking to enter the Spanish luxury hospitality market.

Founded in 1957 by José Luque Manzano with the opening of Hotel El Fuerte in Marbella, the first hotel in the center of the city. It has since evolved from a single establishment into a major Spanish hospitality group known for pioneering sustainable tourism.

For international professionals

Operates multiple brands ranging from 4-star family resorts to 5-star luxury adult-only hotels.
Strong commitment to environmental sustainability and social responsibility through the Fuerte Foundation.
Headquartered in Marbella, offering corporate roles in one of Spain's most popular international hubs.
Provides opportunities for seasonal and permanent positions across Andalusia and Ibiza.
Actively seeks multilingual talent for guest-facing and management roles to serve an international clientele.

Guest Experience Agent

Fuerte Group Hotels

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

Job Description

🔔 We are offering a Guest Experience Agent position to work at https://www.elfuertemarbella.com/es/, the first hotel founded by the company. It opened its doors in 1957 and, after a complete renovation, reopened in 2023 as a 5* hotel.

El Fuerte Marbella, located on the beachfront in the center of Marbella, offers stunning sea views along the promenade and the Mediterranean, and is just a 5-minute walk from the Plaza de los Naranjos. With 266 rooms, it combines casual luxury and an exquisite cozy atmosphere, without compromising spectacular views of the Mediterranean.

You will be responsible for collaborating in customer service and event organization, ensuring the achievement of customer and/or group satisfaction objectives, as well as ensuring that the services and events taking place at the hotel comply with the established rules and quality standards.

You will have access to multiple advantages

You will work at Fuerte Group Hotels, a large family of top-level professionals with nearly 7 decades in the hotel sector that has grown through differentiated brands, especially in the south of Spain.

💥 Competitive salary policy, salary according to the collective agreement + sales commission.

💟 Unique work environment, excellent workplace atmosphere surrounded by great professionals.

📈 Development opportunities, career plans so that we can grow together.

📚 Continuous training: we bet on and boost your talent. Special attention to improving your language skills.

Your day-to-day will start to sound like this...

* Ensure the achievement of established departmental objectives, as well as compliance with critical processes and area staging, in accordance with the standards established by the hotel.

* Provide direct, personalized, and proactive customer service, identifying their needs in advance.

* Perform Check-ins for VIP/Selected services, with corresponding preparation and follow-up.

* Ensure the implementation of procedures regarding VIP customers and customers with special needs.

* Support the commercialization of the different spaces available at the hotel for meetings, banquets, and events, thereby favoring and leading the sale of extra services (Upselling, Cross Selling, Ancillaries).

* Participate in the tasks and production related to the different events that take place at the hotel, following service orders and supervising assembly and decoration aspects.

* Participate in the reception and follow-up of online complaints, suggestions, and requests (Booking, TripAdvisor, Google) and offline requests within their scope of competence, as well as in the resolution of different incidents.

* Maintain the hotel's database of customers, complaints, and suggestions.

* Collaborate in the follow-up and compliance with the Operational Ambience Manual for Banquets.

* Prepare and control information materials directed at hotel customers.

* Generate content for the area responsible for social networks and communication.

* Management of guest requests (mainly Selected)

* Responsible for organizing special requests and Wow Effect (birthdays, anniversaries, gifts, etc.)

* Management and organization of banquets.

* Management of transfers for all arrivals and departures.

* Telephone assistance for calls relating to Room Service requests.

* Ensure that orders placed by the customer are processed correctly.

* Transfer requests to the kitchen and Room Service waiter.

* Data management in the systems, noting requests and checking customer preferences.

View original advert (Spanish)

🔔 Ofrecemos un puesto de Agente de Guest Experience para trabajar en https://www.elfuertemarbella.com/es/, primer hotel que fundó la empresa. Abrió sus puertas en 1957 y, tras una completa renovación, reabrió en 2023 como un hotel de 5*.

El Fuerte Marbella, ubicado en primera línea de playa en el centro de Marbella, ofrece impresionantes vistas al mar a lo largo del paseo marítimo y del Mediterráneo, y se encuentra a sólo 5 minutos a pie de la Plaza de los Naranjos. Con 266 habitaciones, que combina el lujo casual, y un exquisito ambiente acogedor, sin prescindir de una espectaculares vistas al Mediterráneo.

Se encargará de colaborar en la atención al cliente y organización de eventos, garantizando el logro de los objetivos de satisfacción de cliente y/o grupos, así como preservando que los servicios y eventos que se desarrollan en el hotel cumplen con las normas y los estándares de calidad establecidos.

Accederás a múltiples ventajas

Trabajarás en Fuerte Group Hotels, una gran familia de profesionales de primer nivel con casi 7 décadas en el sector hotelero que ha crecido en marcas diferenciadas especialmente en el sur de España.

💥 Política salarial competitiva, salario según convenio + complemento por ventas.

💟 Ambiente de trabajo único, excelente clima laboral rodeado de grandes profesionales.

📈 Oportunidades de desarrollo, planes de carrera para que crezcamos juntos.

📚 Formación continua: apostamos e impulsamos tu talento. Especial atención a la mejora de tu nivel de idiomas

Tu día a día empezará a sonar así...

* Velar por la consecución de los objetivos departamentales establecidos, así como el cumplimiento de los procesos críticos y puestas en escena del área, de acuerdo con los estándares establecidos por el hotel.

* Atender de modo directo, personalizado y proactivo al cliente, identificando las necesidades de este con anticipación.

* Realizar los Check-in de servicio VIP/ Selected, con su correspondiente preparación y seguimiento.

* Asegurar la implantación de los procedimientos relativos a clientes VIPS y clientes con necesidades especiales.

* Apoyar en la comercialización de los diferentes espacios disponibles del hotel para reuniones, banquetes y eventos, favoreciendo y liderando así mismo la venta de servicios extra (Upselling, Cross Selling, Ancillaries).

* Participar en las tareas y la producción relacionadas con los diferentes eventos que se producen en el hotel, siguiendo las órdenes de servicio, supervisando los aspectos de montaje y decoración.

* Participar en la recepción y seguimiento de las quejas, sugerencias y peticiones online (Booking, TripAdvisor, Google) y offline dentro del ámbito de su competencia, así en la resolución de las diferentes incidencias.

* Alimentar la base de datos de clientes, quejas y sugerencias del hotel.

* Colaborar en el seguimiento y cumplimiento del Manual de Ambientación Operacional de Banquetes.

* Elaborar y controlar los soportes informativos dirigidos a los clientes del hotel.

* Generar contenido para el área responsable de las redes sociales y comunicación.

* Gestión de peticiones de huéspedes (principalmente de Selected)

* Responsable de organización de peticiones especiales y Wow Effect (cumpleaños, aniversarios, regalos, etc)

* Gestión y organización de banquetes.

* Gestión de transfer para todas las llegadas y salidas.

* Atención telefónica de llamadas relativas a peticiones de Room Service.

* Asegurar que los pedidos realizados por el cliente son tramitados correctamente.