Mandarin Oriental, Barcelona is looking for a Guest Experience Agent to join our Rooms Division 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 Gaudi.

The hotel belongs to the Mandarin Oriental Hotel Group which is an international hotel management group with more than 38 luxury hotels, resorts and residences with a worldwide presence in Asia, Europe and the Americas.

Mandarin Oriental Barcelona Hotel has 120 rooms, 28 of which are suites. All of our exquisite rooms and suites are uniquely decorated by Patricia Urquiola.

In addition to accommodation, the hotel has rooms that we rent for all kinds of events, such as weddings, meetings, business meetings...

Regarding the hotel's gastronomy, we have a 2 Michelin star restaurant, a wonderful cocktail bar, indoor garden Mimosa and the pool terrace where you can enjoy light dinners or spectacular views.

The hotel Spa consists of 8 treatment rooms, both facial and body, indoor pool and gym.

Based at Mandarin Oriental, Barcelona, within the Rooms Division, the Guest Experience Agent ensures that every guest enjoys a unique, personalized, and memorable stay.

This position reports to the Director of Rooms and works closely with all departments to ensure that every detail of the guest experience exceeds expectations.

 

What will be the main functions you will perform in your position?

 

• Communicate all special requirements of the guests to all relevant departments.
• Attend to the Operations meeting.
• Ensure that Legendary Quality Standards, policies and procedures are properly understood and followed through.
• Establish individual guest’s preferences and provide the service accordingly.
• Check arrival and departure reports for a better handling and anticipation of guest needs.
• Establish a personal contact with guests during their stay and local guests in the lobby and food and beverage outlets.
• Escort guests to their room and familiarize them with the room facilities.
• Attend to specific guest’s requests ensuring efficient and proactive service.
• Lobby coverage.
• Attend hotel site inspections and familiarisation trips as requested.
• Assist the Concierge duties when needed.

Perform any other reasonable duties as required by management.

 

What We Expect from You:

• Minimum 2 years of experience in a similar role in luxury hotels.
• Exceptional communication and empathy skills to connect with guests and anticipate their needs.
• Strong attention to detail and a passion for customer service.
• Ability to solve problems efficiently and proactively.
• A collaborative mindset and adaptability to a multicultural environment.
• High level of English and Spanish. Additional languages are a plus.

 

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

 

Benefits:

- We have a Canteen with a different menu every week, so you can eat during your work shift.

- We have a learning platform where you can be trained in the courses you are interested in.

- Our laundry team will provide you with a clean and ironed uniform whenever you need it.

- Our working environment at the hotel is young, fun and multicultural.

- Complimentary stays and special staff rates.

- You can have a tea or coffee whenever you want in our Coffee corner.

- Be part of a company with worldwide recognition.

- Join a team with a passion for service and luxury.

- You will have at your disposal an electric kick scooter & bike parking.

- We organize staff parties and team buildings throughout the year.

- We offer options for growth and / or projection within the group.

- We offer free weekly physiotherapy sessions, so you can relax.

- Enjoy your birthday, free to spend it with whoever you wish.

 

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. Our commitment lies in ensuring equal opportunities for all and creating a work environment that is both productive and free from any form of unfair or unlawful discrimination.

 

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