Lux Guest Concierge & Experiences Guide

Auberge-Collection; Solidaridad; On-site; MXN 180,000 - 300,000; Full time

Job summary

Etéreo, Auberge Collection on Mexico's Riviera Maya seeks a Personal Guia to warmly welcome guests and assist with on- and off-property recommendations. You will manage reception, check-in/out logistics, and guest pre-arrivals with a calm, accurate approach.

The role requires English fluency, exceptional service, and the ability to balance multiple tasks while collaborating with hotel departments to ensure personalized experiences that reflect Auberge standards.

Qualifications

• Two years’ experience at a hotel preferably luxury hotel
• Able to work on a flexible schedule, including weekends and holidays, according to department needs
• Drive to learn multiple computer programs and continually refine processes.
• Ability to clearly communicate in English with guests, employees, owners, and management both orally and in writing.
• Ability to handle multiple tasks at the same time seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs, in-person guest needs, and professional telephone interaction.
• Ability to think critically and solve problems as they arise.
• Ability to compute basic mathematical calculations.
• Ability to input and access data in a computer.
• Ability to be a clear thinker and remain calm under pressure.
• Ability to maintain the confidentiality of guest information and designated hotel data.
• Ability to work cohesively with other departments and individuals as part of a team.
• Ability to prioritize and follow up on work assignments.

Responsibilities

• Ensure the guest experience meets or exceeds all the Auberge / Forbes quality and service standards from Check-in to Check-out.
• Preparing all necessary documents, welcome cards, guest itineraries including spa treatments, and restaurant or experience reservations.
• Ensuring that any Guest preferences are recorded on the guest profile and Show Me You Know Me file.
• Reconfirming during the stay all the services arranged internally and with the Guest and following up on the Guest Satisfaction after any experience
• Ensure the communication with other departments is fluent in order to provide an exceptional service (i.e Follow up on Privacy signs for Servicing the rooms, Taking orders for Food and Beverages, etc)
• Escorting guests to their room, Restaurants, Spa, etc.
• Responding promptly and tactfully to any Guest complaint that may arise, follow up and recover ensuring the Guest Experience is not impacted
• Providing a prompt follow up on e-mails, replying on time to the ones are needed and ensuring are reading all the internal updates and changes on the Hotel Operation
• Connect with all the Guest at the messaging platform according to the standards
• Making sure the experiences provided at the Hotel are being offered according to the Guest Preferences and keeping an Upselling orientation
• Act as an ambassador of the hotel by providing Guests any reservation, information, amenities, delights and surprises, area attractions, spa, and dining booking, as needed.
• Organize and maintain the Guest Services areas, ensuring that all materials and supplies are readily available and accessible to expedite smooth departmental out procedures.
• Is familiar with all Etereo & Kanai Complex facilities so as to be able to address, assist and actively sell services to guests.
• Must maintain excellent relationships within the Front Office Department and must familiarize oneself with the operations and priorities of all other hotel operating departments.
• Perform other duties as directed, developed or assigned.

Skills

English communication

Flexible schedule

Computer skills

Multitasking

Problem solving

Math skills

Data entry

Confidentiality

Teamwork

Prioritization

Education

Two years’ experience at a hotel preferably luxury hotel

Job description

Etéreo, Auberge Collection on Mexico's Riviera Maya seeks a Personal Guia to warmly welcome guests and assist with on- and off-property recommendations. You will manage reception, check-in/out logistics, and guest pre-arrivals with a calm, accurate approach.

The role requires English fluency, exceptional service, and the ability to balance multiple tasks while collaborating with hotel departments to ensure personalized experiences that reflect Auberge standards.