Job description
GEX - Guest Experience Assistant
At IDILIQ Group, a leading company in the vacation resorts and holiday ownership sector, we are looking for a Concierge / Member Services Agent to join our Guest Services team in Mijas.
The successful candidate will deliver exceptional and personalized service to our Signature Members, ensuring their needs are anticipated and met to the highest standards throughout their stay.
Key responsibilities:
Provide priority check-in for Signature Members.
Make courtesy calls to Signature Members the day after check-in.
Pre-arrange and manage guest requests both before arrival and during their stay, including:
Booking taxis, mobility scooters, and car hire.
Organizing fruit baskets, personalized welcome amenities, or special touches.
Arranging special occasions (flowers, cava, birthday cakes in the apartment).
Managing specific changes to welcome packs.
Coordinating housekeeping adjustments.
Booking excursions and local experiences.
Handling general inquiries and requests.
Support room moves for members every Monday.
Handle and follow up on member complaints, working closely with the Space and Member Services departments.
Staff the Concierge Desk at Reception and Guest Services.
Provide on-site support to members during their stay, ensuring all needs are met promptly and professionally.
Assist the Sales Team with member requests during sales meetings.
Requirements:
Minimum of 1 year’s experience in a similar role (Concierge, Guest Relations, or Customer Service) within a hotel, resort, or vacation property.
Fluent in English and Spanish (both spoken and written). Other languages will be a plus.
Strong IT skills and experience with hotel management systems (Opera PMS experience is an advantage).
Excellent communication skills, empathy, and a strong customer-focused attitude.
Ability to manage multiple requests efficiently with attention to detail.
Availability to work rotating shifts, including weekends and public holidays.
We offer:
The opportunity to join a well-established and expanding company in the hospitality industry.
A dynamic and multicultural work environment.
Ongoing training and opportunities for professional development.
Salary according to the Hospitality Collective Agreement
