Premium Luxury Concierge & Guest Experience Guide

Auberge Collection; Solidaridad; Presencial; MXN 18.000 - 30.000; Jornada completa

Descripción de la vacante

Auberge Collection's Etéreo hotel in Riviera Maya seeks a Personal Guia to warmly welcome guests, guide their experiences, and assist at the front desk with a calm, professional manner.

You will manage pre-arrival and check-in tasks, coordinate reservations, relay guest preferences, and collaborate with multiple departments to deliver exceptional service while upholding Forbes standards.

Formación

• Two years' experience at a luxury hotel.
• Flexible schedule, including weekends and holidays.
• Strong ability to learn multiple computer programs.
• Clear English communication with guests, employees, owners, and management.
• Ability to multitask while prioritizing guest experience.
• Maintain confidentiality of guest information and hotel data.
• Team collaboration across departments.

Responsabilidades

• Ensure guest experience meets Auberge Forbes quality and service standards from check-in to check-out.
• Prepare documents, welcome cards, itineraries, and reservations; personalize guest experience.
• Record guest preferences on profiles and Show Me You Know Me file.
• Follow up on guest satisfaction after experiences.
• Coordinate with departments to provide exceptional service.
• Escort guests to rooms, restaurants, spa, and other areas as needed.
• Address guest complaints promptly and recover service impact.
• Ensure billing arrangements follow Front Desk policies.
• Respond to emails promptly and read internal updates.
• Communicate with guests via messaging platform per standards.
• Upsell experiences and act as ambassador of the hotel.
• Organize and maintain Guest Services areas.

Conocimientos

Guest services

English communication

Multitasking

Teamwork

Problem solving

Descripción del empleo

Auberge Collection's Etéreo hotel in Riviera Maya seeks a Personal Guia to warmly welcome guests, guide their experiences, and assist at the front desk with a calm, professional manner.

You will manage pre-arrival and check-in tasks, coordinate reservations, relay guest preferences, and collaborate with multiple departments to deliver exceptional service while upholding Forbes standards.