Job Title

Company Description Etéreo, Auberge Collection is located on Mexico’s Riviera Maya, within the luxury Kanai development just 30 miles from Cancun International Airport. Set within a protected mangrove forest along a pristine stretch of the Caribbean Sea, the resort offers 75 luxury accommodations—ranging from 875 sq. ft. Studios to 3,925 sq. ft. three-bedroom Penthouse Suites. Each oceanview retreat features expansive private terraces with floor-to-ceiling glass doors, spa-style bathrooms with dual vanities and soaking tubs, and thoughtful design that blurs the line between indoors and out. From outdoor adventures that immerse guests in the region’s natural wonders to hands‑on experiences with local artisans, the resort’s on‑ and off‑site programming is designed to celebrate the vibrancy of the Yucatán and its rich cultural heritage. The resort’s signature dining venue, Itzam, showcases elevated modern Mexican cuisine with a focus on local ingredients, complemented by panoramic ocean views from its open‑air seating, lounge terrace, and private dining room, Pixán. Further celebrating the destination’s culture and history, the resort’s outdoor eatery Che Che honors the ‘nikkei’ tradition, blending Japanese techniques with Latin American ingredients, while in‑the‑sand dining at El Changarro completes a culinary program rooted in discovery. For wellness seekers, SANA, an Auberge Spa, offers a serene healing sanctuary featuring a cenote‑inspired pool, drawing on ancient practices while embracing modern wellness trends.Follow Etéreo on Facebook and Instagram @EtereoAubergeJob Description The Personal Guia is one of the first people guests see upon arriving at Etéreo, they are often the last person a guest sees before heading to bed and the person people turn to when looking for recommendations on and off property. The Personal Guia provides exceptional service and a warm welcome to all on and off property guests who enter the reception area in accordance with Auberge Resorts and Etéreo Hotel standards. Answer all telephone inquiries professionally, direct calls appropriately, and is knowledgeable about the property and surrounding area. Operates the guest reception area and front desk with accurate and calm efficiency, not limited to organizing guest pre‑arrival, check‑in, checkout, and billing operations.Core ResponsibilitiesEnsure the guest experience meets or exceeds all the Auberge / Forbes quality and service standards from Check‑in to Check‑outPrepare all necessary documents, welcome cards, guest itineraries including spa treatments, and restaurant or experience reservations, making sure is aware of the type of reservation, inclusions and any other relevant information to personalize the Guest ExperienceEnsure any Guest preferences are recorded on the guest profile and Show Me You Know Me fileReconfirm during the stay all the services arranged internally and with the Guest and follow up on the Guest Satisfaction after any experienceEnsure communication with other departments is fluent in order to provide an exceptional service (i.e. follow up on Privacy signs for servicing the rooms, taking orders for Food and Beverages, etc.)Escort guests to their room, Restaurants, Spa, etc.Respond promptly and tactfully to any Guest complaint that may arise, follow up and recover ensuring the Guest Experience is not impactedEnsure correct billing arrangement is provided according to Front Desk policies and proceduresProvide a prompt follow up on e‑mails, replying on time to the ones needed and ensuring are reading all the internal updates and changes on the Hotel OperationConnect with all the Guest at the messaging platform according to the standardsMake sure the experiences provided at the Hotel are being offered according to the Guest Preferences and keep an upselling orientationAct as an ambassador of the hotel by providing Guests any reservation, information, amenities, delights and surprises, area attractions, spa, and dining booking, as neededOrganize and maintain the Guest Services areas, ensuring that all materials and supplies are readily available and accessible to expedite smooth departmental out proceduresBe familiar with all Etéreo & Kanai Complex facilities so as to be able to address, assist and actively sell services to guestsMaintain excellent relationships within the Front Office Department and familiarize oneself with the operations and priorities of all other hotel operating departmentsPerform other duties as directed, developed or assignedQualifications A genuine affinity for interacting meaningfully and positively with Etéreo teammates.Self‑confidence and leadership skillsTwo years’ experience at a hotel, preferably luxury hotelAble to work on a flexible schedule, including weekends and holidays, according to department needsDrive to learn multiple computer programs and continually refine processesAbility to clearly communicate in English with guests, employees, owners, and management both orally and in writingAbility to handle multiple tasks at the same time seamlessly, prioritizing with utmost care for the guest experienceAbility to think critically and solve problems as they ariseAbility to compute basic mathematical calculationsAbility to input and access data in a computerAbility to be a clear thinker and remain calm under pressureAbility to maintain the confidentiality of guest information and designated hotel dataAbility to work cohesively with other departments and individuals as part of a teamAbility to prioritize and follow up on work assignmentsAdditional Information About Auberge Collection – Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. With 30 one‑of‑a‑kind properties, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.About Friedkin – Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports.#J-18808-Ljbffr