Guest Experience agent - Kimpton Aysla Mallorca

What’s the Job? 

As a Guest Experience Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. 

Reports to the Front Office Manager. 

Your day-to-day 

Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and returning guests. 

Accommodating general and unique requests. 

Analysing customer feedback and reviews to continuously improve overall rating, scores and metrics. 

Provide information on hotel services and facilities. 

Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service. 

Perform other duties as assigned including guest room tours, concierge services, special guest requests and needs, etc. 

Support the Front Office Team in all required tasks. 

Acknowledge IHG Rewards Club and Kimpton Karma members and returning guests, in person or on the phone. 

Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay. 

Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns. 

Be a trusted contact for all guests. Help them with anything from local knowledge, and loop in management when necessary. 

Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed. 

Take pride in your appearance and place as a brand ambassador. 

Always know what events and activities are on the day’s schedule. 

What we need from you 

Bachelor’s degree in hospitality or related field. 

2+ years’ experience working in Guest Experience department. 

Must be fluent in local language and English, German will be highly valuable. 

Proactive, positive, energetic, dynamic, emphatic, team-worker and with passion for service. 

What to expect from us 

Competitive salary. 

Discounted international room rates. 

Employee recognition programmes. 

Training programmes and access to IHG’s training tool. 

Meals whilst on duty. 

Uniform and laundry service.