Guest Relations Agent

· University degree in Tourism is required.

· Knowledge of complaint management and team management.

· It is essential to provide advanced knowledge in IT tools (Office, SAP).

· Previous experience in a customer service-oriented role of around 1 year is required, 6 months is valued, preferably in a luxury hotel environment.

· Exceptional interpersonal communication skills.

· Strong problem-solving skills and the ability to remain calm under pressure.

· Knowledge of local attractions, restaurants, and preferred transport options.

· High level of English is essential; French and/or German are valued.

• Desirable knowledge of English (comprehension and dialogue)

• Must bring proven experience in performing similar functions in facilities operating continuously (hotels, hospitals, etc.).

• Positive and collaborative work environment.

• Company benefits.

• Professional growth opportunities in an international hotel environment.

Join one of the reference hotels for the corporate and events segment in Barcelona. At Hyatt Regency Barcelona Tower, you will work in an international, dynamic environment focused on service excellence. If you are motivated by the urban pace, major operational challenges, and teamwork, you can build a solid career here within high-level hospitality.

We are looking for a profile to lead our Guest Relations team.

The duties would be as follows:

· Assists all Hotel guests and visitors at the hotel entrance, welcoming them and helping them with their luggage following the stipulated circuit.

· Accompanies guests to the hotel reception, wishing them a happy stay and introducing them to the reception department.

· Takes care of the organization (delivery and collection) of the luggage service for all guests (special attention to groups) by identifying each piece of luggage and verifying identities.

· Collects packages from couriers, mail, and other shipments that may arrive at the hotel, recording them in the register created for this purpose.

· Assists the Guest Relations department, taking note of tasks to be executed, executing them, and reporting their status to the department.

· Assists the Reception department, taking note of tasks to be executed, executing them, and reporting their status to the department.

· Provides information on hotel services and tourist information about the city, etc.

· Ensures the good image of the hotel entrance and pre-hall, as well as the luggage carts, bins, and ashtrays.

· Ensure the highest level of guest satisfaction by offering attentive service to every guest and associate.

· Listen carefully to understand all guest requests, respond with the appropriate action, and provide accurate information. Resolve any problem quickly and efficiently.

· Address guest concerns or problems quickly and effectively, striving to exceed guest expectations in the resolution of any issue.

· Collaborate with other departments to guarantee guest satisfaction and the seamless resolution of any problem.

· Use of uniform and appropriate presence at all times.

· Perform WOW moments with creativity and efficiency (the surprise factor that makes guests experience Hyatt Regency).

· Handles customer complaints and suggestions and refers them to their superior in the event they cannot be resolved.

· Escalate complaints to department heads (as appropriate) and offer compensation to guests.

· Create the schedules for the department's Guest Relations agents.

· Follow up on Guest Relations agents throughout the entire circuit from check-in to check-out.

· Promote HYSAT and GRI surveys.

· Supervise and guarantee the correct execution of all welcome and farewell service standards in accordance with the Hyatt Regency brand.

· Lead the coordination between the involved departments (Front Office, Housekeeping, F&B, Concierge, Security) to ensure a seamless and personalized experience for each guest.

· Perform daily walk-throughs of arrival areas, the lobby, and main outlets to guarantee image, cleanliness, and service attitude.

· Design and execute service recovery strategies in the event of incidents, empowering the team to offer immediate solutions within established margins.

· Record, analyze, and report complaints and incidents weekly, identifying patterns and opportunities for improvement.

· Train, motivate, and develop the Guest Relations team in hospitality techniques, emotional intelligence, and complaint management.