Overview

As a Guest Relations Team Leader at Fairmont La Hacienda Costa del Sol, you will be the key reference for guest experience in the lobby and public areas. You will lead the Guest Relations team to deliver highly personalized, proactive service aligned with Forbes Travel Guide and LQA standards. You will oversee the full guest journey for VIPs, long stays, and special segments, ensuring flawless execution of personalized experiences, managing amenities within budget, and handling guest concerns face-to-face to maintain a luxury standard at all times.

Responsibilities

• Team Leadership & Guest Experience
  • Supervise daily team performance in the lobby, providing real-time coaching and feedback
  • Conduct performance reviews and support team development
  • Oversee personalized guest journeys (VIPs, families, long stays)
  • Handle escalated guest complaints and ensure full resolution
  • Develop and upd...