Gerente de Experiencia del Cliente en Hotel de Lujo

Placements24; Cancún; On-site; MXN 600,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

International team

Job summary

Placements24 is seeking a Guest Experience Manager to join a flagship Cancún resort and lead the guest journey from pre-arrival to post-departure, ensuring luxury service across all departments.

The role requires 3+ years in guest-facing or customer experience management, fluent English and Spanish, strong leadership, and CRM/hotel software proficiency. This is an on-site position in a vibrant, international team in Mexico's Caribbean destination.

Qualifications

• 3+ years in guest-facing or customer experience management within hospitality.
• Excellent communication and interpersonal skills.
• Fluent in Spanish and English (written and spoken).
• Experience with hotel management software and CRM systems.

Responsibilities

• Oversee guest experience across departments, ensuring seamless service delivery.
• Develop and implement strategies to boost guest satisfaction and loyalty.
• Train front-line staff on service standards and problem-solving.
• Act as primary contact for VIP guests and special requests.
• Monitor feedback and implement improvements based on insights.
• Collaborate with F&B, Housekeeping, and Front Desk to maintain high standards.
• Resolve guest complaints effectively and turn negative experiences into positives.

Job description

About the Role

Our client, a prestigious hotel group with a strong presence in the Mexican Caribbean, is seeking a passionate and experienced Gerente de Experiencia del Cliente to join their flagship property in the vibrant destination of Cancún, Quintana Roo . This role is pivotal in ensuring every guest receives an unforgettable stay, aligning with the brand's commitment to unparalleled service and luxury. The ideal candidate will be a natural leader, possess a keen eye for detail, and have a genuine desire to exceed guest expectations. You will be instrumental in shaping the guest journey from pre-arrival to post-departure, fostering a culture of exceptional service throughout the entire guest experience.

Key Responsibilities

Oversee and manage all aspects of the guest experience, ensuring seamless service delivery across all departments. Develop and implement strategies to enhance guest satisfaction and loyalty, proactively addressing any concerns or issues. Train and mentor front‑line staff on service standards, etiquette, and problem‑solving techniques. Act as the primary point of contact for VIP guests and special requests, ensuring personalized attention. Monitor guest feedback through various channels (surveys, reviews, direct interactions) and implement improvements based on insights. Collaborate with department heads (Food & Beverage, Housekeeping, Front Desk) to maintain high standards of service and presentation. Manage guest relations and resolve complaints effectively and efficiently, turning potentially negative situations into positive ones.

Requirements

Proven experience (minimum 3 years) in a similar guest‑facing or customer experience management role within the hospitality industry, preferably in a luxury resort setting. Exceptional communication and interpersonal skills, with fluency in both Spanish and English (written and spoken). Strong leadership abilities and the capacity to motivate and inspire a diverse team. Excellent problem‑solving and decision‑making skills under pressure. A passion for service excellence and a deep understanding of luxury guest expectations. Proficiency in hotel management software and customer relationship management (CRM) systems. Flexibility to work varied shifts, including weekends and holidays, as required by the operational needs of a Cancún resort.

Benefits

This is an exciting opportunity to join a leading hospitality brand and contribute to the success of a premier resort. Our client offers a competitive salary, comprehensive benefits package, and opportunities for professional growth within a dynamic international team. You will work in a beautiful environment, surrounded by stunning natural beauty and a culture that values dedication and excellence. This role provides the chance to make a significant impact on guest satisfaction and the overall reputation of the establishment.