Mandarin Oriental Ritz, Madrid is looking for a Guest Relations Agent to join the Guest Relations Department.

Are you passionate about delivering highly personalised luxury service? Do you enjoy anticipating guest needs and creating unforgettable experiences? Are you looking for a role where discretion, attention to detail and guest connection are essential? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award‑winning owner and operator of some of the world’s most prestigious hotels and resorts, renowned for legendary service inspired by Asian heritage and contemporary luxury.

Mandarin Oriental Ritz, Madrid is an iconic five‑star hotel located in the heart of the Spanish capital, where historic elegance meets the highest standards of operational excellence and service.

About the job

Based at Mandarin Oriental Ritz, Madrid, within the Guest Relations Department, the Butler is responsible for coordinating and fulfilling all guest requests for suites and rooms with butler service, ensuring a seamless, personalised and memorable guest experience in line with Mandarin Oriental LQE, MOQA and service Pillars.

The role reports to the Guest Relations Manager and the contract is expected to last for 2 years

As Guest Relations Agent, your main responsibilities will include:

• Coordinating and fulfilling all guest requests throughout the stay.
• Reviewing guest preferences and special requests prior to arrival.
• Ensuring pre‑arrival room preparation according to guest preferences.
• Acting as the main point of contact for guests during their stay.
• Welcoming guests on arrival and providing a full room orientation.
• Ensuring compliance with Mandarin Oriental LQE, MOQA and service standards.
• Coordinating with other departments to deliver seamless services.
• Assisting guests with in‑room services and electronic devices.
• Providing technical assistance when IT support is unavailable.
• Recording and communicating guest preferences to relevant teams.
• Conducting post‑departure room inspections with focus on lost‑and‑found.
• Monitoring cleanliness, order and maintenance of assigned rooms.
• Ensuring proper execution of turndown service.
• Creating and delivering MO Special Touches and MOwows.
• Maintaining cleanliness and organisation of Butler offices.
• Updating guest requests and follow‑ups through hotel systems.
• Ensuring strict privacy, confidentiality and security compliance.

As Guest Relations Agent, we expect from you:

• Strong passion for personalised luxury service.
• Discretion, professionalism and attention to detail.
• Ability to anticipate and exceed guest expectations.
• Excellent communication and coordination skills.
• Ability to work independently under high service standards.
• Full compliance with hygiene, safety and grooming standards.
• Ability to remain calm and effective under pressure.
• Fluency in Spanish; English is essential.
• Full alignment with Mandarin Oriental values, Pillars and LQEs.

Our commitment and benefits

Learning & Development. Tailored learning and development programmes to support leadership growth and continuous improvement.
MOstay. Complimentary stays ranging from 3 to 10 nights and exclusive rates at Mandarin Oriental hotels worldwide.
Health & Colleague Wellness. Health benefits and wellbeing initiatives, including access to on site physiotherapy, as well as the option to enjoy private medical insurance as part of a flexible benefits scheme (approx. €48.79/month).
Retirement & Security. Retirement plans based on length of service and additional social benefits.
Local Benefits. Meals on duty, uniform and laundry service.
Engagement & Community. Regular town halls, team events, colleague celebrations including Three Kings celebrations and retirement recognitions, volunteering opportunities, and access to a Social Fund providing support to colleagues in need.
Salary. Salary package in accordance with the Madrid Accommodation Agreement.

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