Guest Relations Officer – VIP Guest Services

About the role

The Guest Relations Officer will be the primary point of contact for VIP guests at Barceló Torre de Madrid, ensuring a seamless check‑in experience and a memorable stay. You will monitor guest satisfaction, handle feedback, and work closely with operational teams to maintain high service standards.

Key responsibilities

• Act as the main reference for VIP guests, managing check‑in and throughout‑stay support.
• Measure and analyse guest satisfaction through interviews, questionnaires and quality scores.
• Identify improvement opportunities and promote strong service points.
• Resolve any issues affecting guest satisfaction promptly.
• Collaborate with operational staff to understand daily processes and equipment status.
• Log and follow up on complaints, coordinating with relevant departments until resolution.
• Provide other departments with information on special guests or notable situations.
• Promote sales of additional services and products.

Required profile

• Education in Tourism or a related field.
• Minimum 2 years of customer‑service and quality experience in the hotel sector.
• At least 1 year of front‑desk/reception experience.
• High level of English; other languages are a plus.

Required skills

• Proficiency with office software (e.g., Microsoft Office).
• Experience using CRM systems.
• Familiarity with the Opera property management system.

What we offer

• A flexible, collaborative and responsible work environment.
• Opportunities for professional growth within a globally recognised hotel group.
• Engagement in a company that values sustainability and continuous improvement.