Agente de Experiencia del Cliente para Hotelería

Placements24; Acapulco; Sur place; MXN 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Performance bonuses

Accommodation benefits

Meal benefits

Paid time off

Staff discounts

Résumé du poste

Placements24 is recruiting for a customer experience agent for a luxury hotel in Acapulco, Guerrero. You will be the primary contact for guests, handling arrivals, inquiries, and bespoke services to ensure a memorable stay.

The role requires on-site presence at the Acapulco resort with strong hospitality acumen, superb communication, and a passion for guest service excellence. Fluency in Spanish is essential, English is advantageous.

Qualifications

• Proven experience in customer service within hospitality or tourism.
• Excellent interpersonal, communication, and problem-solving skills.
• Fluency in Spanish with English being a plus.
• Willingness to work flexible hours, including evenings, weekends, and holidays.

Responsabilités

• Welcome guests and assist with check-in and check-out.
• Provide information about hotel services, amenities, and local attractions.
• Resolve guest complaints promptly to ensure satisfaction.
• Anticipate guest needs and offer personalized services.
• Coordinate with housekeeping, F&B, and maintenance to fulfill requests.
• Manage reservations, modifications, and special requests.
• Maintain guest profiles and preferences in the PMS.
• Ensure adherence to hotel standards of service and presentation.
• Assist with organizing guest activities and events.
• Collect guest feedback for service improvement.

Connaissances

Interpersonal skills

Communication skills

Problem-solving

Guest service orientation

Teamwork

On-site presence

Formation

High school diploma

Outils

PMS knowledge

Description du poste

About the Role

Our client, a renowned hospitality group, is seeking a charismatic and service-oriented Agente de Experiencia del Cliente para Hotelería to join their esteemed team in Acapulco, Guerrero . This role is dedicated to ensuring every guest has an exceptional and memorable stay, from arrival to departure. You will be the primary point of contact for guests, addressing their needs, resolving concerns, and anticipating their desires to provide a personalized and luxurious experience. We are looking for individuals with a passion for hospitality, outstanding interpersonal skills, and a commitment to upholding the highest standards of service. This position requires an on-site presence at our Acapulco resort, allowing for direct guest interaction and a hands‑on approach to service excellence. It's an ideal opportunity for those passionate about the travel and tourism industry to build a rewarding career in one of Mexico's most beautiful destinations. Join a team that values dedication, teamwork, and guest satisfaction above all else.

Key Responsibilities

• Welcome guests warmly and assist with check-in and check-out processes.
• Address guest inquiries and provide information about hotel services, amenities, and local attractions.
• Resolve guest complaints and concerns promptly and effectively, ensuring guest satisfaction.
• Anticipate guest needs and proactively offer personalized services.
• Coordinate with various hotel departments (housekeeping, F&B, maintenance) to fulfill guest requests.
• Handle guest reservations, modifications, and special requests.
• Maintain detailed guest profiles and preferences in the Property Management System (PMS).
• Ensure adherence to hotel standards for service quality and presentation.
• Assist with organizing guest activities and special events.
• Collect and record guest feedback to identify areas for service improvement.

Requirements

• Proven experience in customer service, preferably within the hospitality or tourism industry.
• Excellent interpersonal, communication, and problem-solving skills.
• A strong passion for hospitality and guest service excellence.
• Ability to remain calm, professional, and courteous under pressure.
• Familiarity with hotel operations and Property Management Systems (PMS) is a plus.
• High school diploma required; hospitality certification or degree is advantageous.
• Must be able to work flexible hours, including evenings, weekends, and holidays as needed.
• Ability to work effectively in a team environment and on-site in Acapulco, Guerrero .
• A positive attitude and a guest-focused mindset.
• Fluency in Spanish; proficiency in English is highly desirable.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health and life insurance benefits.
• Opportunities for career advancement within the hospitality group.
• Accommodation and meal benefits.
• Paid time off and company holidays.
• A dynamic and exciting work environment in a prime tourist location.
• Employee discounts on hotel stays and services.
• Ongoing training and development in hospitality management.
• Retirement savings plan.
• Team-building activities and staff appreciation events.