Luxury Guest Experience Manager

Banyan Group; Región Altos Sur; Presencial; MXN 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Banyan Tree Veya Valle de Guadalupe, a luxury resort, seeks a Front Office Manager to design and drive the guest journey across all stages. You will lead cross-functional teams, elevate service standards, and champion a culture of anticipation, personalization, and care.

You will train and mentor staff in luxury hospitality behaviors, monitor feedback, and implement improvements to boost guest satisfaction, loyalty, and online reputation.

Formación

• Fluent in English and Spanish is required.
• Demonstrated leadership in luxury guest experience or front office.
• Strong coaching, communication, and interpersonal abilities.
• Proven problem-solving and service recovery capabilities.
• Highly organized with exceptional attention to detail.

Responsabilidades

• Design, lead, and enhance the end-to-end guest journey across pre-arrival, stay, and post-stay.
• Collaborate with Rooms, Spa, F&B, Sales, and Human Capital to deliver luxury service.
• Train, coach, and mentor teams on service excellence and guest-centric behaviors.
• Monitor guest feedback, resolve issues promptly, and implement improvements.
• Oversee pre-arrival communications and personalize arrival experiences.
• Lead culture change and employee engagement initiatives to elevate service standards.
• Develop initiatives to strengthen guest loyalty and advocacy.

Conocimientos

Fluency in English

Fluency in Spanish

Interpersonal skills

Coaching

Communication skills

Problem solving

Service recovery

Organizational skills

Attention to detail

Guest experience leadership

Descripción del empleo

Banyan Tree Veya Valle de Guadalupe, a luxury resort, seeks a Front Office Manager to design and drive the guest journey across all stages. You will lead cross-functional teams, elevate service standards, and champion a culture of anticipation, personalization, and care.

You will train and mentor staff in luxury hospitality behaviors, monitor feedback, and implement improvements to boost guest satisfaction, loyalty, and online reputation.