Royal Service Supervisor
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
As a Royal Service Team Leader Departmental Trainer you will act as the operational and training reference for the Guest Relations and Royal Service teams at Fairmont La Hacienda Costa del Sol. You will drive service excellence oversee room allocation and back-office stock and act as a key user of departmental systems (ALICE Rainbow SevenRooms Hudini etc.).
You will also play a key role as a departmental trainer ensuring all team members master service standards communication protocols systems and SOPs delivering a consistent luxury guest experience aligned with Fairmont brand standards.
Responsibilities
Team Leadership & Guest Experience
- Supervise daily team performance providing real-time feedback and coaching
- Handle escalations VIP guests and sensitive situations professionally
- Manage VIP guest communication (pre during and post stay)
- Ensure accurate VIP reporting and coordination across departments
- Conduct performance reviews and maintain high LQA standards (target: 90%)
Rooms & Stock Management
- Oversee room allocation prioritising VIPs and operational needs
- Monitor room status (OOO/OOS blocks special cases)
- Manage back-office inventory (amenities stationery supplies)
- Coordinate stock replenishment with Purchasing and other departments
Systems & Analytics
- Act as department specialist for ALICE analysing performance and improving processes
- Lead training and correct usage of systems (Rainbow SevenRooms Hudini)
- Ensure accuracy of guest journeys data and digital platforms
- Manage online reputation tools (TrustYou) responding to feedback and coordinating improvements
Training & Development (Departmental Trainer Role)
- Lead onboarding and continuous training for Guest Relations and Royal Service teams
- Create and update training materials SOPs and onboarding kits
- Organise training schedules track attendance and ensure compliance
- Deliver training on communication standards (phone etiquette radio use)
- Conduct LQA self-assessments and identify training needs
- Manage system access and user setup in coordination with IT and HR
Qualifications :
- Education in Hospitality Management or a related field is an advantage.
- Minimum of 2 years of experience in Front Office Guest Relations or Royal Service.
- Passion for guest service and a strong focus on excellence in a luxury environment.
- Solid previous experience in Guest Relations Royal Service Front Office or similar roles preferably in luxury hotels.
- Excellent verbal and written communication skills along with strong interpersonal abilities with proven experience leading or coordinating teams.
- Strong organizational and planning skills especially in managing schedules training stock and documentation.
- Fluency in English and Spanish; additional languages will be considered an advantage.
- Advanced knowledge and hands-on experience with systems such as Opera/Opera Cloud ALICE Rainbow SevenRooms Hudini and online reputation platforms.
- Previous experience in training mentoring coaching or trainer-related responsibilities.
- Advanced proficiency in office tools (Word Excel PowerPoint) for reporting training materials and presentations.
Candidate must be a citizen of the European Union or possess a valid work permit for Spain.
Additional Information :
What is in it for you:
- Competitive Salary and Benefits
- Discounted hotel rooms and food and beverage rates to employees at our sister properties around the globe.
- We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
- Opportunity to develop your talent and grow within your property and across the world!
Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a com ... View more
