Are you passionate about hospitality and creating exceptional experiences for guests?

Join our prestigious 5-star hotel as a Guest Experience Agent / Guest Relations, where you will be responsible for delivering personalised and memorable experiences throughout our guests' stay. You will be a key point of contact for our guests, anticipating their needs, providing attentive service and ensuring the highest standards of guest satisfaction.

Main Responsibilities

Welcome and engage with guests, creating a warm and personalised experience from arrival to departure.
Act as a key point of contact for guests throughout their stay, anticipating their needs and exceeding expectations.
Provide information and assistance regarding hotel facilities, services, dining options and local attractions.
Handle guest requests, feedback and concerns in a professional, efficient and empathetic manner.
Follow up on guest requests and ensure timely resolution of any issues.
Build strong relationships with guests and create memorable experiences through personalised service.
Coordinate with Front Office, Food & Beverage, Housekeeping and other departments to ensure a seamless guest journey.
Identify opportunities to enhance the guest experience and contribute to guest satisfaction and loyalty.
Assist with VIP arrivals, special occasions and personalised guest arrangements.
Maintain accurate records of guest preferences, requests and feedback.
Support the team in maintaining the hotel's luxury service standards.

Requirements

Previous experience in Guest Relations, Guest Experience, Front Office or a similar guest-facing role within luxury hospitality.
Previous experience in a 4- or 5-star hotel is highly preferred.
Excellent communication and interpersonal skills.
Fluent English (B2 or higher); additional European languages are a strong advantage.
Professional, warm and customer-focused attitude.
Strong problem-solving skills and the ability to remain calm under pressure.
Excellent attention to detail and a genuine passion for hospitality.
Ability to work effectively as part of a multicultural and fast-paced team.
Availability to work shifts, including evenings, weekends and public holidays.
Must be eligible to work in Malta and be based in Malta.

About Us

Barceló Hotel Group:

Barceló Group is a family-owned company founded in 1931 by Simón Barceló in Mallorca (Spain). Our expansion to the world's major destinations, along with our clear growth strategy, has allowed us to position ourselves as the 2nd largest chain in Spain and one of the top 30 in the world in terms of the number of rooms.

Our commitment to ensuring the satisfaction of our visiting guests and the well-being of our entire team has been rewarded with the "Best Hotel Management Company in the World" award at the latest edition of the World Travel Awards, considered the Oscars of the international tourism sector.

Currently, Barceló Hotel Group has 270 urban and resort hotels with 4 and 5 stars, totalling over 60,000 rooms distributed in 24 countries. These hotels are marketed under four brands that allow us to provide our guests with a clear differentiating value in terms of both quality and service:

Royal Hideaway Luxury Hotels & Resorts

Barceló Hotels & Resorts

Occidental Hotels & Resorts

Allegro Hotels

All of the above, combined with a clear spirit of sustainable improvement, enables us to look towards the future with optimism, always backed by the strength and international presence that have characterized the Barceló Group throughout its more than 90 years of business trajectory. Do you want to be part of our story? Join our team!

Guest Experience Agent / Guest Relations

Job Description