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Guest Experience Manager

General Information

Country/Region
Mexico
Province/City
San Jose Del Cabo, B.C.S
Location
Las Ventanas al Paraiso, A Rosewood Resort
Department
Rooms - Front Office
Job Type
Full-time Permanent

Job Description

ABOUT OUR DEPARTMENT / TEAM

We create lasting experiences for our guests through extraordinary and personalized service, tailored to their needs.

THE IMPACT OF THIS POSITION

Create unforgettable experiences for our guests by collaborating with all hotel departments.

RESPONSIBILITIES

  • Prepare the daily in-house guest list based on reports from butlers, emails, and profiles, highlighting visit number, travel purpose, agency, upgrades, and names of children or pets.
  • Greet and bid farewell to our guests in the lobby, recognizing their reason for visiting and ensuring their stay was pleasant.
  • Interact daily with all guests to understand their experience at the resort and assist them with any requests, questions, or concerns.
  • Assign a Host to future arrivals based on their profile.
  • Send personalized farewell letters to departing guests, considering their reason for visiting and preferred language.
  • Prepare the daily amenities report, including arrivals and in-house guests, based on celebrations, allergies, and/or dietary restrictions.
  • Receive and resolve guest complaints.
  • Stay informed about all events happening at the resort.
  • Be aware of our guests' special celebrations.
  • Conduct site inspections when required.
  • This job description is intended to accurately reflect the duties involved in this position; however, the company reserves the right to add, remove, or modify duties based on business needs.

SKILLS AND KNOWLEDGE

  • University degree
  • Three years of experience in luxury hotels
  • Computer skills
  • 90% proficiency in spoken and written English
  • Knowledge of LQA, AAA, Forbes, and FHR standards

About Us

Set on fine white sands at the tip of Mexico’s Baja Peninsula and along the sparkling blue Sea of Cortez, Las Ventanas al Paraíso has a reputation for definitive luxury. Serene and sophisticated, guests enjoy an unparalleled service, exquisite accommodations and an impeccable attention to detail. The 84 enchanting suites and villas feature the finest craftsmanship, Mexican motifs and artworks, and accessories reflective of the vibrant hues of Los Cabos. Each Signature Villa boasts a private infinity-edge pool as well as awe-inspiring views of the Sea of Cortez. The Ty Warner Mansion is an exclusive 28,000-square-foot beachfront mansion poised directly on the water's edge with panoramic views over the Sea of Cortez. For longer stays in Los Cabos, stunning private residences offer resort living convenience.