Luxury Guest Experience Concierge

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

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.