Guest Experience Agent

Kerzner International; San José del Cabo; On-site; MXN 260,000 - 380,000; Full time

Job summary

One&Only Palmilla is seeking a Guest Experience Agent to be the primary contact for guests, coordinating with all resort departments. You will manage inquiries via ALICE, OPERA, SAGA, and other channels to ensure personalized experiences and flawless service.

Ideal candidates are fluent in English, with strong organizational and communication skills, capable of multitasking under pressure, and knowledgeable about luxury hospitality operations and Microsoft Office.

Qualifications

• Fluent English required, both written and spoken.
• Experience in luxury hospitality operations is a plus.

Responsibilities

• Serve as liaison between guests and resort departments (FO, Hosts, restaurants, housekeeping, maintenance, spa, activities).
• Handle guest requests via ALICE, OPERA, SAGA, phone, email, or radio with timely completion.
• Provide personalized dining, activity, and experience recommendations.
• Curate and send personalized itineraries based on guest preferences.
• Manage lost & found, luggage issues, and third-party amenities.
• Respond promptly to guest calls, messages, and emails with follow-up and satisfaction.
• Maintain accurate guest profiles in SAGA.
• Assist in emergencies and liaise with medical personnel if needed.
• Communicate effectively with colleagues and leaders for smooth operations.
• Participate in pre-shift briefings, team meetings, and new employee induction.
• Promote teamwork, integrity, professionalism and discretion.

Skills

Fluent English

Interpersonal skills

Communication

Organizational skills

Multitasking under pressure

Hospitality knowledge

Tools

ALICE

OPERA

SAGA

SevenRooms/OpenTable

GMH ReviewPro

Microsoft Office

Job description

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Cradled on the cusp of the Baja Peninsula, One&Only Palmilla is a legendary retreat where the marvels of Mexico come to life in ultimate style. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the Job

As a Guest Experience Agent, you will be the key point of contact between our guests and all resort departments, ensuring thatseamless communication and coordination of requests. You will manage phone calls, emails, and guest inquiries while overseeing the completion of all requests through systems such as ALICE, OPERA, SAGA, and SevenRooms / OpenTable.Your role is crucial in creating personalized guest experiences, from pre-arrival itineraries and reservations to in-stay requests, always upholding the One&Only brand standards and luxury service excellence.

About You

We are looking for a highly professional, service-oriented individual with:

• Fluent English (written and spoken)
• Excellent interpersonal and communication skills
• Strong organizational skills and ability to multitask under pressure
• Knowledge of luxury hospitality operations, including F&B, spa, activities, and guest services
• Proficiency in computer systems and Microsoft Office
• Attention to detail and a passion for delivering personalized guest experiences

Key Responsibilities

Guest Services & Operations

• Serve as a liaison between guests and resort departments (FO, Hosts, restaurants, housekeeping, maintenance, spa, activities).
• Handle all guest requests via ALICE, OPERA, SAGA, phone, email, or radio, ensuring timely completion.
• Provide personalized recommendations for dining, activities, and experiences.
• Curate and send personalized itineraries according to guest preferences.
• Manage lost & found, luggage issues, and third-party amenities.
• Respond promptly to guest calls, messages, and emails, ensuring follow-up and satisfaction.
• Maintain accurate guest profiles and preferences in SAGA.
• Ensure proper handling of emergencies and act as liaison with medical personnel if needed.
• Communicate effectively with colleagues and leaders to ensure smooth operations.
• Participate in pre-shift briefings, team meetings, and new employee induction.
• Promote a collaborative team environment and act with integrity, professionalism, and discretion.

Brand & Quality Standards

Act as a One&Only brand ambassador at all times.

• Uphold all company ethics, SOPs, and quality standards.
• Maintain professional appearance, hygiene, and adherence to PPE and safety regulations.
• Continuously strive to improve service quality and guest satisfaction.

Technical Skills & Systems

Proficient in ALICE, OPERA, SAGA, SevenRooms /OpenTable, GMH ReviewPro , and Microsoft Office.

• Maintain up-to-date knowledge of resort facilities, services, menus, schedules, and local attractions.
• Ensure effective communication with Connectivity Center and departments for accurate guest information.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.