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RWVMM - Guets Relations/Butler Agent

General Information

Country/Region
Spain
Province/City
Madrid
Hiring Entity
Rosewood Villa Magna
Department
Rooms - Front Office
Job Type
Full-time Permanent

Job Description

We are seeking a Guest Relations/Butler agent to join our team in Rosewood Villa Magna. 

Functions:

Deliver highly personalized, anticipatory, and seamless service to guests throughout the entire stay lifecycle, from pre-arrival to post-departure. Act as the single point of contact for VIPs and key guests, coordinating all preferences, amenities, in-room experiences, and cross-departmental touchpoints to ensure an exceptional, consistent, and emotionally engaging experience that drives loyalty and revenue.

  • Pre-arrival: Review reservations, profiles, preferences; arrange amenities and special requests.
  • Arrival: Welcome guests, escort to room, conduct in-room orientation, assist with unpacking if requested.
  • Stay: Maintain daily contact, curate experiences, manage reservations and transportation, handle special occasions.
  • Departure: Facilitate check-out, assist with packing, confirm transport, follow up post-stay.
  • Maintain detailed guest profiles and ensure visibility across departments.
  • Act as guest advocate during issue resolution; manage recovery and document outcomes.
  • Liaise with Housekeeping, Engineering, F&B, Spa, Concierge, and Security for service coordination.
  • Ensure SOP adherence and audit compliance.
  • Identify upsell opportunities (upgrades, experiences, dining, spa).
  • Prepare VIP arrival reports, amenity lists, and Butler assignment sheets.
  • Monitor Go Audits and complete action plans.
Requirements:
  • Minimum 1 year in hotel guest relations experience with supervisory experience in a luxury or ultra-luxury environment.
  • Proficiency in English and Spanish.
  • High standards of professional manner with exceptional communication, presentation, interpersonal and problem-solving skills.
  • Previous experience with Opera System is highly preferred.

If you’re looking for a new professional challenge, don’t miss this opportunity and join our team!

About Us

Rosewood Villa Magna the hotel with a sense of Spanish Villa, features 154 thoughtfully appointed guestrooms and suites, distinctive dining experiences, a Sense Spa, and surrounded by unique greenery spaces, as well as secluded terraces and gardens providing a rich residential feeling.  Long esteemed for hosting discerning travellers, this distinctive hotel has been thoughtfully refurbished to an elevated level of luxury, contemporary style, and modern amenities. Reopening as Rosewood Villa Magna in 2021, the hotel is an inspired base for international travellers in an incomparable location within the very heart of Madrid.