Luxury Guest Experience Concierge

One&Only Resorts; San José del Cabo; On-site; MXN 180,000 - 300,000; Full time

Job summary

One&Only Palmilla in San José del Cabo, Mexico, seeks a Guest Experience Agent to be the main liaison between guests and resort departments, handling phone calls, emails, and on-property requests with precision and warmth. You will use ALICE, OPERA, SAGA, SevenRooms/OpenTable, and Microsoft Office to craft personalized itineraries, respond to inquiries, and uphold luxury service standards.

The role emphasizes delivering tailored guest experiences, coordinating with multiple departments, and

Qualifications

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

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 recommendations for dining, activities and experiences.
• Curate and send itineraries based on guest preferences.
• Manage lost&found, luggage issues, and third-party amenities.
• Respond promptly to calls, messages and emails with follow-up and satisfaction.
• Maintain accurate guest profiles in SAGA.
• Ensure emergencies are handled properly and coordinate with medical staff when needed.

Skills

Fluent English

Interpersonal skills

Organizational skills

Multitasking under pressure

Luxury hospitality knowledge

Computer systems

Microsoft Office

Attention to detail

Personalized guest experiences

Tools

ALICE

OPERA

SAGA

SevenRooms/OpenTable

GMH ReviewPro

Microsoft Office

Job description

One&Only Palmilla in San José del Cabo, Mexico, seeks a Guest Experience Agent to be the main liaison between guests and resort departments, handling phone calls, emails, and on-property requests with precision and warmth. You will use ALICE, OPERA, SAGA, SevenRooms/OpenTable, and Microsoft Office to craft personalized itineraries, respond to inquiries, and uphold luxury service standards.

The role emphasizes delivering tailored guest experiences, coordinating with multiple departments, and