Luxury Standards Specialist – Rooms Division

Esperanza; Cabo San Lucas; Presencial; MXN 900.000 - 1.100.000; Jornada completa

Descripción de la vacante

Esperanza is seeking a Luxury Standards Specialist – Rooms Division to elevate guest experiences through on-the-floor training across Housekeeping, Front Office, Concierge, and Reservations. This leadership role coaches teams to meet Five-Star standards using storytelling and emotional intelligence.

The role collaborates with department leaders and the Quality Manager to identify service gaps, run personalized sessions, and foster a culture of excellence in luxury hospitality.

Formación

• 6+ years of experience in luxury hotel operations in managerial/executive positions.
• Direct experience in Front Office and Housekeeping; Concierge/Reservations is a plus.
• Bilingual English/Spanish required.
• Excellent facilitation, communication, and interpersonal skills.

Responsabilidades

• Design and facilitate tailored training focused on AU service standards and luxury guest engagement.
• Provide hands-on guidance in guest room inspections, arrival/departure experience, and internal communications etiquette.
• Partner with Housekeeping, Front Office, Concierge, and Reservations to align on service expectations and training priorities.
• Collaborate with Quality Manager to analyze audits, guest feedback, and service trends to define training needs.

Conocimientos

Luxury hotel operations

Leadership / management

Staff training

On-floor coaching

Bilingual English/Spanish

Descripción del empleo

Luxury Standards Specialist – Rooms Division

• Job Type: Non-Management

The Rooms Division Luxury Standards Specialist is responsible for elevating the guest experience by designing and delivering creative, on-the-floor training programs across Housekeeping, Front Office, Concierge, and Reservations. This hands-on leader brings the Auberge service philosophy to life by coaching teams on Authentic Connections, Removing Obstacles, and Creating the Unexpected, while aligning with guests Five-Star expectations in service and current luxury hospitality trends. Working closely with departmental leaders and the Quality Manager, the Trainer identifies service gaps, leads personalized training sessions, and builds a culture of excellence through storytelling, emotional intelligence, and operational knowledge.

Key Responsibilities:

Service Training

• Design and facilitate tailored training focused on AU service standards and values, luxury guest engagement, luxury guest expectations, and brand storytelling.
• Provide hands-on guidance in guest room inspections, arrival/departure experience,communications etiquette, and internal communication.
• Partner closely with leaders in Housekeeping, Front Office, Concierge, and Reservations to align on service expectations and training priorities.
• Coordinate with the Quality Manager to analyze audits, guest feedback, and service trends to define training needs and departmental goals.
• Join rallies and collaborate with Managers to deliver targeted service refreshers.
• Develop engaging training formats such as roleplays, walk & talks, service simulations, coaching cards, and mini challenges, develop new games,etc.
• Bring luxury service to life with examples, storytelling, and scenario-based learning tied to real guest profiles and feedback.
• Support onboarding of new team members with an inspiring, operations-based orientation.

Service Audits & Continuous Improvement

• Observe and evaluate real-time service to reinforce key behaviors and identify training opportunities.
• Assist in internal quality audits with focus on AU standards, service delivery and guest perception.
• Track coaching efforts and follow up on team progress and behavioral changes.
• Deep understanding of guest psychology and emotional engagement
• Hands-on coaching style with flexibility and adaptability
• Creativity in training formats and delivery methods
• Strong collaboration with leaders and cross-functional teams
• Continuous learner, tuned into global luxury trends
• 6+ years of experience in luxury hotel operations in managerial/executive positions, with direct roles in at least three of the following: Front Office, Housekeeping,
• Concierge,PBX,Guest Recognition,Reservations is a plus. Housekeeping and Front Office are a must.
• Strong knowledge of Five-Star standards and luxury guest experience best practices.
• Proven ability to design and deliver creative, on-the-floor training and coaching.
• Passionate about service, detail-oriented, and highly collaborative.
• Excellent facilitation, communication, and interpersonal skills.
• Bilingual (English/Spanish) is a must.