Guest Experience Specialist – Adults‑Only Resort

About the role

The Guest Experience team at Secrets Lanzarote Resort & Spa delivers personalized service in an exclusive adults‑only environment. You will ensure that every guest, especially VIP and repeat visitors, enjoys a seamless and memorable stay.

Key responsibilities

• Monitor and resolve guest complaints promptly.
• Track VIP and repeat guest preferences and follow up on their needs.
• Manage daily responses to online and in‑house reviews.
• Prepare and review informational letters for guests.
• Handle administrative procedures for the department.
• Organise and invoice transfer and excursion services.
• Conduct pre‑contact checks and review VIP room setups.
• Ensure compliance with quality, environmental and occupational‑health standards.
• Oversee welcome procedures at all hotel sales points.
• Maintain presence and follow‑up with guests at F&B outlets.
• Support the Reception team with check‑in and check‑out tasks when needed.

Required profile

• Education in Tourism and a basic Occupational Risk Prevention course.
• Bilingual in English and Spanish; French, Italian or German a plus.
• Minimum 1 year of experience in a similar guest‑experience role.
• Proficiency with Microsoft Office and the Avalon PMS.
• Strong conflict‑management and complaint‑handling abilities.

Required skills

• Microsoft Office (Word, Excel, PowerPoint)
• Avalon Property Management System (PMS)

What we offer

• Opportunity to grow within an internationally recognised resort.
• Dynamic, high‑standard work environment focused on excellence.