Guest Experience Agent

Mandarin Oriental, Barcelona is looking for a Guest Experience Agent to join our Guest Experience / Front of House team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Barcelona is an exclusive 5-star hotel located on Barcelona's Paseo de Gracia, also home to several historic modernist works and architectural gems by Gaudí.

The hotel has 120 rooms and 28 suites, uniquely decorated by Patricia Urquiola, along with a 2 Michelin star restaurant, cocktail bar, indoor garden Mimosa, pool terrace and a world-class Spa.

About the job

Based at the Mandarin Oriental, Barcelona within the Guest Experience Department, the Guest Experience Agent is responsible for creating memorable experiences and ensuring that all guest needs and expectations are anticipated and exceeded. The Guest Experience Agent reports to the Guest Experience Manager.

As Guest Experience Agent, you will be responsible for:

• Welcoming and assisting guests throughout their stay, ensuring a seamless and personalized experience.

• Anticipating guest needs and offering proactive, thoughtful service.

• Managing guest requests and preferences, ensuring they are communicated and delivered across all departments.

• Coordinating special occasions, amenities and tailored experiences for guests.

• Supporting Front Office and Concierge teams to ensure service consistency.

• Maintaining accurate guest profiles and updating the system with relevant details.

• Handling feedback and resolving issues efficiently and professionally.

As Guest Experience Agent, we expect from you:

• Strong passion for luxury hospitality and personalized guest service.

• Excellent interpersonal and communication skills.

• Highly responsible, reliable and detail-oriented.

• Ability to remain calm and courteous under pressure.

• A natural team player who enjoys working in a multicultural environment.

• Previous experience in a luxury hotel environment (minimum 2 years).

• Fluency in English and Spanish; additional languages are an advantage.

Our commitment to you

• Learning & Development opportunities tailored to your career growth.

• MOstay programme with complimentary and special staff rates worldwide.

• Health & Wellness initiatives, including weekly physiotherapy sessions.

• Complimentary meals in the staff canteen and clean uniforms provided.

• A fun, young and multicultural work environment.

• Coffee corner, birthday leave, staff events and team-building activities.

• Career development opportunities within Mandarin Oriental Hotel Group.

Mandarin Oriental is a company that promotes equal opportunities in employment. We highly appreciate the uniqueness of each individual, including their diverse perspectives, cultures, lifestyles, and personal circumstances.

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