Gerente de Recepción y Servicio al Huésped (Resort de Lujo)

Placements24; Acapulco; Hybrid; MXN 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Executive compensation

Health benefits

Flexible hours

Professional growth

Job summary

Placements24 seeks a Front Office and Guest Services Manager for an exclusive luxury resort in Acapulco, Guerrero. This fully remote role oversees reception, guest relations, reservations, and a remote-enabled front office team, ensuring premier service and memorable stays.

Candidates should have 5+ years in luxury front office or guest services, strong leadership, exceptional customer service, and fluency in Spanish and English.

Qualifications

• Bachelor's degree in Hospitality Management or a related field.
• Minimum 5 years of experience in front office or guest services, preferably in luxury settings.
• Strong leadership and remote team management capabilities.

Responsibilities

• Oversee all front office operations, ensuring smooth check-in/check-out.
• Lead front desk and guest services team, providing training and performance feedback.
• Address guest inquiries and issues promptly and professionally.
• Maintain high standards of service and guest satisfaction.
• Optimize room inventory and reservations across channels to maximize occupancy and revenue.
• Develop and implement procedures to enhance guest experience and efficiency.
• Handle guest complaints with diplomacy and effectiveness.
• Collaborate with hotel departments to ensure seamless service delivery.
• Monitor guest feedback and implement improvements.

Skills

Front office management

Guest services leadership

Remote team management

Bilingual Spanish/English

PMS proficiency

Education

Bachelor's degree in Hospitality Management

Tools

PMS software

Reservation systems

Job description

About the Role

Our client, an exclusive luxury resort located in the breathtaking setting of Acapulco, Guerrero , is seeking a highly skilled and guest-centric Front Office and Guest Services Manager. This fully remote position offers a unique opportunity to oversee the reception and guest relations functions, ensuring that every guest receives unparalleled service and a memorable stay. You will be responsible for managing the front desk team, optimizing reservation processes, handling guest inquiries and issues with professionalism, and maintaining the resort's reputation for luxury hospitality. The ideal candidate will possess a sophisticated understanding of high-end customer service, excellent leadership capabilities, and a proven ability to manage and motivate a team from a distance. We are looking for an individual passionate about creating exceptional guest experiences, even when working remotely, and dedicated to upholding the standards of a premier resort in Acapulco .

Key Responsibilities

• Oversee all front office operations, ensuring smooth check-in and check-out processes.
• Manage and lead the front desk and guest services team, providing training, guidance, and performance feedback.
• Ensure all guest inquiries, requests, and concerns are addressed promptly and effectively.
• Maintain the highest standards of guest service and satisfaction, anticipating needs and exceeding expectations.
• Optimize room inventory and manage reservations across various channels to maximize occupancy and revenue.
• Develop and implement procedures to enhance the guest experience and operational efficiency.
• Handle guest complaints and resolve issues with diplomacy and professionalism.
• Collaborate with other hotel departments to ensure seamless service delivery.
• Monitor guest feedback and implement improvements based on reviews and surveys.
• Maintain a thorough knowledge of resort services, amenities, and local attractions in Acapulco .

Requirements

• Bachelor's degree in Hospitality Management or a related field.
• Minimum of 5 years of experience in front office management or guest services, preferably in a luxury hotel or resort environment.
• Proven leadership experience, with the ability to manage and motivate teams remotely.
• Exceptional customer service and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Proficiency in hotel Property Management Systems (PMS) and reservation software.
• Excellent communication skills in Spanish and English.
• Ability to work flexible hours and manage operations effectively from a remote location.
• A proactive approach to anticipating guest needs and resolving issues.
• Commitment to delivering a world-class luxury experience for guests visiting Acapulco, Guerrero .

Benefits

• A competitive executive salary, comprehensive health benefits, and performance-based bonuses are offered.
• This role provides significant flexibility and the opportunity to manage operations for a prestigious luxury resort.
• You will be part of a team dedicated to excellence in hospitality and have opportunities for professional growth.
• Benefits include paid time off and access to resort amenities.