Mayordomo (Butler)

Fairmont; Solidaridad; On-site; MXN 420,000 - 540,000; Full time

Job summary

Fairmont Mayakoba in Quintana Roo is seeking a dedicated butler to deliver personalized, anticipatory service throughout the guest journey. You will anticipate needs, coordinate bespoke experiences, and maintain discretion and professionalism in every interaction, upholding Fairmont and Accor luxury standards.

Collaborating with Front Office, Housekeeping, and other teams, you will ensure flawless arrivals, in-suite amenities, and seamless guest satisfaction.

Qualifications

• Experience in a luxury hotel or resort is desirable.
• Advanced English is required; additional languages are a plus.
• Strong grooming, etiquette and presentation standards.

Responsibilities

• Deliver personalized, anticipatory service tailored to each guest's preferences.
• Maintain discretion and confidentiality at all times.
• Coordinate arrivals, departures, in-suite amenities, and dining reservations.
• Collaborate with Front Office, Housekeeping, Concierge, and other teams to ensure seamless service.
• Follow up on guest requests and communicate updates until completion.

Skills

Guest relations

Communication

Multitasking

Organizational skills

Discretion

Teamwork

Service recovery

Problem solving

Emotional intelligence

Professional grooming

Tools

Property Management System

Guest preference platforms

Job description

At Fairmont Mayakoba, we create unforgettable experiences through genuine hospitality, personalized attention, and a deep understanding of our guests' preferences. As a Butler, you will play a key role in delivering exceptional, seamless, and highly personalized service throughout the guest journey, ensuring every interaction reflects the luxury standards of Fairmont and Accor.

The Butler is responsible for anticipating guest needs, coordinating personalized services, and ensuring that every detail of the guest experience is handled with care, discretion, and professionalism. Through proactive communication and collaboration with other departments, the Butler creates memorable moments that exceed expectations and contribute to guest satisfaction and loyalty.

Key Responsibilities

• Deliver personalized, anticipatory, and intuitive service tailored to each guest's preferences and expectations.
• Establish professional and genuine relationships with guests, maintaining discretion and confidentiality at all times.
• Proactively communicate with guests before and throughout their stay to understand preferences, special requests, and individual needs.
• Coordinate arrivals, departures, in-suite amenities, special occasions, transportation, dining reservations, and other personalized experiences.
• Conduct or coordinate suite orientations, explaining relevant room features, amenities, and services to enhance the guest experience.
• Maintain accurate and timely guest preference records, service requests, and follow-up notes in the designated systems.
• Collaborate seamlessly with Front Office, Housekeeping, In-Room Dining, Concierge, Royal Service, Spa, Food & Beverage, and other operational teams.
• Follow up on guest requests promptly, ensuring ownership until completion and communicating updates whenever necessary.
• Recognize service recovery opportunities, respond empathetically to guest concerns, and elevate issues appropriately.
• Maintain the highest standards of grooming, professional conduct, etiquette, and communication.
• Ensure compliance with Fairmont, AAA, Forbes, LQA, brand standards, and departmental standard operating procedures.
• Identify opportunities to surprise and delight guests through thoughtful gestures and personalized recommendations.
• Protect guest privacy, property assets, and confidential information while ensuring compliance with safety and security procedures.
• Participate in departmental briefings, training sessions, and continuous improvement initiatives.
• Perform additional duties as assigned by management to support the smooth operation of the department.

Qualifications

Experience

• Previous experience in a Butler, Guest Relations, Concierge, Front Office, or luxury hospitality position.
• Experience in a luxury hotel or resort is highly desirable.
• Previous experience handling VIP guests and personalized guest services is an advantage.

Technical Skills

• Strong understanding of luxury hospitality service standards and guest experience principles.
• Ability to manage multiple requests and prioritize tasks effectively in a fast-paced environment.
• Familiarity with hotel property management systems and guest preference platforms is an asset.
• Good organizational skills, attention to detail, and effective follow-up.
• Knowledge of Forbes Travel Guide and LQA standards is an advantage.

Languages

• Advanced English
• Additional languages are considered an asset.

Core Competencies

• Guest-centric mindset and genuine passion for hospitality.
• Strong verbal and written communication skills.
• Proactive, intuitive, and anticipatory service approach.
• Excellent interpersonal skills and emotional intelligence.
• Professional discretion and ability to handle confidential information.
• Strong teamwork and cross-departmental collaboration.
• Problem-solving skills and sound judgement in service recovery situations.
• Flexibility, adaptability, and ability to perform under pressure.
• Professional grooming, positive attitude, and commitment to continuous learning.

Personal Attributes

• Warm, approachable, and professional demeanor.
• High level of accountability and ownership.
• Detail-oriented with a passion for creating memorable guest experiences.
• Ability to personalize service while respecting individual guest preferences and privacy.
• Commitment to Fairmont's values and Accor's culture of hospitality.