About the Company - Tailored Spain - Portugal is a prestigious Destination Management Company located in Spain. Based in Madrid, we are specialized in VIP tailor made luxury travel throughout Spain & Portugal. Excellence, exclusivity and expertise are our basic principles. We offer an excellent VIP service paying meticulous attention to every last detail in order to satisfy the most demanding traveler. As part of Virtuoso and Internova Select, we work with the most high-end type of clientele.

About the Role - We are looking for a passionate and detail-oriented Guest Relations to join our team. The candidate will be fully responsible for providing a premium level of service and personalized attention to our esteemed guests. The candidate will ensure that their needs are met and that they have a memorable and enjoyable experience with us. This position requires excellent interpersonal skills, attention to detail, and the ability to deliver outstanding service in a high-end hospitality environment. Our Guest Relations team are the gatekeepers of the full Tailored Spain – Portugal experience. Your passion and commitment to going above-and-beyond ensures unforgettable trips for our clients.

**********The candidate must live in Madrid**********

Key Responsibilities:

• Serve as the primary point of contact for our guests (from 48h prior to arrival), providing personalized and attentive service throughout their stay with us.
• Responsible of our emergency telephone number
• Proactively communicate with guests before, during, and after their trip to ensure their satisfaction and address any concerns
• Welcome and assist guests during their stay with us, ensuring a smooth and seamless trip.
• Respond to all our guest inquiries, handle guest complaints and resolve issues in a prompt and professional manner.
• Anticipate guests’ needs and preferences, providing personalized recommendations and assistance throughout their stay with us.
• Maintain a positive and welcoming attitude towards our clients.
• Process reservations and last-minute changes
• Create and maintain a comprehensive list of guest information, including preferences, allergies, special occasions, and any other relevant details.
• Ensure that all areas are meticulously prepared and presented, paying attention to every detail to create a luxurious and welcoming ambiance.
• Coordinate with various departments and managers to ensure seamless guest experiences
• Special and personalized follow-up for VIP travelers
• Re-check services of booked trips
• Decision making, resolution and monitoring client’s complaints
• Direct collaboration and involvement with other departments of Tailored Spain-Portugal

Requirements:

• The candidate should have experience in the luxury travel industry as Guest Relations, customer service, or similar roles within a DMC, travel agency, hotel, or tourism company, and should be extremely organized, having a keen eye for detail, and possessing excellent customer service skills.
• In-depth knowledge of luxury travel, particularly tailor-made itineraries, will be highly valued.
• Very high level of English, both spoken and written. Proficiency or native speaker. This is essential for clear communication with American clients. During the interview, a level test will be taken. Knowledge of other languages (e.g., Portuguese) can be a plus.
• Strong written & oral communication and people skills; excellent grammar.
• Flexibility and willingness to work and be on duty on weekends, evenings, or holidays, especially during peak travel seasons.
• Excellent communication and interpersonal skills. Ability to interact professionally with guests via phone, email, and other tools.
• Problem-Solving Skills: Flexibility to assist guests in case of emergencies or unexpected issues quickly and efficiently.
• Cultural Sensitivity: Awareness of cultural differences, especially between American guests and the local destination.
• Knowledge of the American market: Familiarity with the preferences, behaviors, and expectations of American travelers to tailor services and offers accordingly. Experience living or working in the United States is highly valued.
• Technical Skills: Proficiency in MS Office: Especially in Word, Excel, and Outlook.
• Knowledge of Booking Platforms: Familiarity with reservation systems, booking tools, and travel agency software (e.g., TourPlan).
• Empathy and Patience: Ability to understand and cater to guest needs and ability to work well under pressure and maintain composure in high-stress situations.
• High level of attentiveness, responsiveness, and excellent attention to detail ensuring that all guest requests and services are handled precisely.
• An outstanding and impeccable, demonstrable track record of working at the highest standards and delivering a successful guest hospitality service.
• Passion for customer service with a friendly, professional and enthusiastic attitude and willingness to tackle any task.
• Person with initiative, flexible, adaptable to market changes and internal requirements.
• Sociable, knowing how to connect with our clients and build a trusting relationship.
• Helpful and attentive, finding the right solution for all our guests.
• Ability to work independently as well as part of a team, with a proactive and adaptable approach to problem-solving.
• Flexibility and Adaptability: Willingness to work in a fast-paced environment, handle last-minute requests, or deal with unexpected challenges.
• Ability to exceed customer expectations at every opportunity.
• Knowledge of the Iberian Peninsula and Portugal, including top attractions, restaurants, hotels, events, and tours in Spain and Portugal. Ability to provide tips or personalized recommendations based on guest interests.
• Sales and Upselling Ability (optional but beneficial). Ability to upsell additional services such as tours, excursions, transportation, or special experiences to increase revenue.