Guest Experience Leader – Luxury Resort (Cancún)

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

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.