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 Gaudí.

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.

About the job

Based at Mandarin Oriental, Barcelona, within the Rooms Division Department, the Guest Experience Agent is responsible for delivering personalized and memorable guest experiences throughout the guest journey, ensuring the highest standards of luxury hospitality and service excellence. The Guest Experience Agent reports to the Guest Experience Supervisor / Front Office Manager

As Guest Experience Agent, you will be responsible for the following duties:

• Communicate guest preferences, requests, VIP amenities and special requirements to all relevant departments to ensure seamless service delivery.
• Attend daily Operations Meetings and follow up on guest-related matters and service opportunities.
• Ensure that Mandarin Oriental Legendary Quality Experiences, policies and procedures are understood and consistently followed.
• Anticipate and identify individual guest preferences, tailoring services to create personalized experiences.
• Review arrival, in-house and departure reports to anticipate guest needs and ensure smooth operations.
• Establish personal contact with guests throughout their stay, both in the lobby and Food & Beverage outlets.
• Escort guests to their rooms and provide a detailed orientation of room features and hotel facilities.
• Respond to guest requests promptly, proactively and professionally, ensuring complete satisfaction.
• Maintain an active presence in the lobby, engaging with guests and providing assistance whenever required.
• Participate in hotel site inspections and familiarization trips as requested.
• Support Concierge operations whenever necessary.
• Handle guest feedback, concerns and service recovery situations with empathy and professionalism.
• Perform any other reasonable duties as assigned by management.

As Guest Experience Agent, we expect from you:

• Strong interpersonal, communication and guest engagement skills.
• Exceptional attention to detail and passion for luxury hospitality.
• Excellent problem-solving abilities and service recovery skills.
• Highly responsible, reliable and proactive attitude.
• Ability to work under pressure in a fast-paced environment.
• Excellent organizational and multitasking skills.
• Ability to work cohesively within a multicultural team environment.
• Strong focus on guest satisfaction while remaining calm, professional and courteous.
• Previous experience in Front Office, Guest Relations or Luxury Hospitality is preferred.
• Excellent knowledge of hotel operations and guest service standards.
• Fluency in English and Spanish is required; additional languages are an asset.
• Computer literacy and familiarity with hotel property management systems.

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. As a member of the #MOfamily, you can stay with us wherever you go in the world through our complimentary stays and special staff rates programme.
• Health & Colleague Wellness. 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.
• Electric scooter parking and bicycle parking facilities available.
• Staff parties and team-building activities throughout the year.
• Opportunities for growth and career development within Mandarin Oriental Hotel Group.
• Free weekly physiotherapy sessions.
• Enjoy your birthday off to celebrate however you wish.

Mandarin Oriental is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.

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