Royal Service Supervisor

Job Description

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!