Guest Experience Officer - Front Office (6 Months)

Description du poste:

At Grand Hyatt Barcelona, one of the city's newest luxury landmarks, we are looking for a service-driven and detail-oriented Guest Experience Officer to join our team on a 6-month temporary contract.
This role is ideal for hospitality professionals who are passionate about guest experience and committed to delivering personalized, memorable stays that exceed expectations.

About the Role

As a Guest Experience Officer at Grand Hyatt Barcelona, you will be responsible for ensuring an exceptional guest journey from arrival to departure, acting as a key point of contact and a true ambassador of the brand.
You will work closely with the Front Office and other departments to anticipate guest needs, manage special requests, and deliver the highest levels of satisfaction.
This is an operational role with rotating shifts, including weekends and public holidays

Profil requis du candidat:

Key Responsibilities

Guest Experience & Personalized Service

* Provide a warm and professional welcome, ensuring a smooth and memorable guest journey
* Manage check-in and check-out processes, delivering a seamless experience
* Handle guest inquiries, special requests, and concerns promptly and effectively
* Apply service recovery techniques to resolve issues and ensure guest satisfaction
* Follow up with guests to gather feedback and support continuous improvement

Guest Experience Management & VIP Relations

* Build strong relationships with VIPs and returning guests
* Record guest preferences in the system to personalize future stays
* Coordinate amenities, upgrades, and special experiences
* Anticipate guest needs and consistently exceed expectations

Collaboration & Teamwork

* Coordinate with Housekeeping, Front Office, Concierge, and other departments to ensure a seamless experience
* Maintain effective communication to manage complex guest requests
* Contribute to a collaborative, positive, and guest-focused team environment

Systems & Operational Control

* Maintain accurate guest records using Opera / Opera Cloud
* Ensure confidentiality of guest information at all times
* Use internal tools to track guest satisfaction and service quality

Brand Representation & Continuous Improvement

* Represent the Grand Hyatt brand with professionalism, empathy, and attention to detail
* Contribute to continuous improvement initiatives related to guest experience
* Ensure compliance with internal policies, quality standards, and safety procedures

Qualifications & Requirements

* Fluency in English and Spanish, both spoken and written
* Previous experience in a guest-facing role within the hospitality industry
* Excellent communication and interpersonal skills
* Strong ability to multitask and prioritize effectively
* Proactive, customer-focused, and empathetic attitude
* Familiarity with Opera / Opera Cloud is a plus
* Good knowledge of Microsoft Office
* Passion for hospitality and delivering exceptional guest experiences

Care Connects Us - Do Our Values Speak to You?

At Hyatt, we care for people so they can be their best. Our values - Empathy, Integrity, Respect, Inclusion, Experimentation, and Wellbeing - guide how we work every day.

What You'll Love About Us

* 12 complimentary nights per year at Hyatt hotels worldwide
* Special hotel rates for your family and friends from day one
* 50% discount on food and beverages at selected Hyatt hotels
* Employee cafeteria
* Free access to a wellbeing platform focused on mental health and personal development
* Continuous learning opportunities and global career growth prospects

Be Part of Something GRAND

With more than 1,150 hotels in over 70 countries, Hyatt is recognized as a Great Place to Work.
Join Grand Hyatt Barcelona as a Guest Experience Officer (6-month temporary contract) and help create meaningful, connected, and exceptional guest experiences