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Guest Relations Ambassador

The Bicester Collection
Barcelona, ES, 08430
Closing date
2 Jan 2024

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Customer Service

Job Details

Concierge ¦ La Roca Village ¦ Permanent/Full time/On-Site

Something Extraordinary Every Day™

As our Concierge, you will demonstrate an inherent understanding of guest needs and deliver excellent standards in service and hospitality, which surpass our guest's aspirations, making it special right from the start and doing your utmost to make all guests feel welcome. You will also have a thorough & proven understanding of international guest profiles and a strong cultural awareness, which will enable them to intuitively adapt and vary their style of interaction with guests.

What you will be doing

• You will understand, take personal accountability for and proactively live the Value Retail Vision for 'world class' Hospitality & Service

• You will welcome guests at key touch-points within the Village or at pre-designated, high footfall locations outside.

• You will anticipate, interpret and respond to the expressed and unexpressed needs of visiting guests in an effortless and efficient manner

• You will assist and advise guests with their travel arrangements and with a wider tourism and hospitality offer, such as booking live entertainment, sightseeing tours, cinema tickets and restaurants, making reservations on their behalf and arranging refreshments for them

• Promote all functions within the Visitor Centre relating to tourist information and the retail offer and cross-sell all added services associated with the Village, e.g. baggage drop, valet parking, etc.

• You will seamlessly operate all added value services providing information about all Brands and the unique offer/promotions within the Village

• You will proactively provide feedback and suggestions on the delivery of Hospitality or our services, which will enhance the guest experience and further raise our performance above their expectations

What makes you special

Every colleague is an entrepreneur at heart and this drives our organisational culture, which values invention, innovation and risk taking. To be successful with us, you'll have:

• Tourism Degree which could include Concierge.

• Sound understanding of tourism, leisure, and retail sectors

• Intuitive understanding of the importance of excellence in guest experience/hospitality

• Sound understanding on the international luxury customer and their cultural norms & values

• Ability to demonstrate exceptional level of service with a high level of cultural sensitivity to customers with various background and culture

• Well-presented and well groomed, adhering to the grooming standards

• Excellent interpersonal skills, in particular in dealing with international guests, with impact & influence

• Able to work well with all levels across the business

• Ability to prioritise and adapt to changes effectively

• Fluent in English, Catalan and Spanish, any other language would be beneficia, in particular Chinese and Arabic

There's no one quite like us

The Bicester Collection are the worlds' leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 11 Villages in Europe and China as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.

Our Vision is to be the best shopping destination in the world.

Our Mission is to make the lives of others better including our brands, our guests, our people and our communities.

Our Brand Promise is to offer something extraordinary every day.

Our Five Values are the glue that bind us together and allows us to lead ahead:
    • Authenticity - Always do the right thing
    • Innovation - Think outside of the box
    • Passion - Do what you love and love what you do!
    • Critical Thinking - Challenge the obvious
    • Vision - Be mission driven always

Why we're exceptional

The key to our success is the quality and commitment of our people. In return for your hard work and commitment to our values, you'll receive a generous salary and we'll also reward you through our Feel Good Programme which offers the following benefits:
  • Lifestyle - Our Lifestyle benefits include life assurance, income protection, pension, leisure travel insurance, an electric car scheme, a discounted shopping portal, discounts across our Villages, a referral bonus and season ticket loans.
  • Physical - Our Physical health benefits include private medical cover, virtual doctor support, dental insurance, health screening, a cycle-to-work scheme, eye care and flu vaccinations.
  • Mental - Our Mental health benefits include access to professionals as well as support from trained mental health 'first aiders' from across the business, an employee assistance programme and free access to Headspace and Thrive, two of the most well respected mental well-being apps.
  • Social - Our social programme is designed to help us connect and, most importantly, have fun! Benefits include yoga classes, summer parties, outdoor team activities, time away from the office to enjoy special occasions such as birthdays, getting married, moving house and, of course, taking a well-deserved break.

Come and live your story with us

At The Bicester Collection, we are focused on attracting and retaining the best talent. We believe in fostering an open culture, which supports our people to thrive and creates a sense of belonging. Working at the Bicester Collection means entering an inclusive space where all perspectives are valued, ideas are shared freely, and creativity is encouraged.


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