• Job Description

  Req#: REF2950Z

  Company Description

  Nestled along the coastal paradise of Riviera Maya on a pristine oceanfront site, remarkable for its lush and expansive mangrove gardens and deep white-sand beach, an extraordinary resort is taking shape: Etéreo, a new destination from Auberge Resorts Collection opening late 2021, will bring a compelling luxury experience where guests can escape in perfect comfort and seclusion and enjoy a deep connection with nature and with one another.

  Job Description

  • Ensure the guest experience meets or exceeds all the Auberge / Forbes quality and service standards from Check-in to Check-out. This includes but is not limited to;

    • Supervise all necessary documents that have been prepared by the agents, such as registration cards, guest folio accounts as well as any other item that may support efficient and timely check-in/out processes.

    • Ensuring that the team is updating any guest information and preferences.

    • Audit the check out process for the front desk and check in/check out process for the greeters.

    • Making sure of the prompt and tactful response to any guest complaint that may arise.

    • Ensuring to teach the team the correct billing revision according to Front Desk policies and procedures.

    • Supervise the constant training for the front desk agents, greeters, kids club and water sports team making sure they understand tasks, SOS, SOPs and Standards

    • Making sure that any irregularities and discrepancies are recorded and brought to the attention of the MOD and/or General Manager.

    • Processing and auditing guest check-outs and giving guests a fond farewell.

    • Making constant audits to ensure Forbes and Auberge Standards, policies and procedures in the department are properly understood and followed through.

    • Supervise and maintain a very high standard of personal hygiene, behavior and grooming standards of the team.

    • Cooperate and coordinate teamwork with other departments.

  • Act as an ambassador of the hotel by providing Guests any reservation, information, amenities, area attractions, spa, and dining booking, as needed.

  • Own any incidents that arise with guests by addressing and following up on them until guest is recovered and action plan is put in place

  • Organize and maintain the Reception counter, ensuring that all materials and supplies are readily available and accessible to expedite smooth departmental out procedures.

  • Is familiar with all Etereo & Kanai Complex facilities so as to be able to address, assist and actively sell services to guests.

  • Must share clear expectations to the team

  • The Front of the House Supervisor has to be able to identify improvement points and work in action plans with the Front of the House Manager.

  • Must maintain excellent relationships within the Guest Service Department and must familiarize oneself with the operations and priorities of all other hotel operating departments.

  • Perform other duties as directed, developed or assigned.

  Qualifications

  Required Qualifications

  • A genuine affinity for interacting meaningfully and positively with Etereo teammates.

  • Self-confidence and leadership skills

  • Two years’ experience at a hotel

  • Able to work on a flexible schedule, including weekends and holidays, according to department needs

  • Drive to learn multiple computer programs and continually refine processes..

  • Ability to clearly communicate in English with guests, employees, owners, and management both orally and in writing.

  • Ability to handle multiple tasks at the same time seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs, in-person guest needs, and professional telephone interaction.

  • Ability to think critically and solve problems as they arise.

  • Ability to compute basic mathematical calculations.

  • Ability to input and access data in a computer.

  • Ability to be a clear thinker and remain calm under pressure.

  • Ability to maintain the confidentiality of guest information and designated hotel data.

  • Ability to work cohesively with other departments and individuals as part of a team.

  • Ability to prioritize and follow up on work assignments.

  • Awareness and sensitivity to the concept of luxury and quality

  • Responsive and genuine with guests and colleagues

  • Incorporates customer information as part of the overall strategy

  • Understands the value of employees, customers and profit link

  • Confident with guest interactions

  • Communicates and compelling vision

  • Inspires co-operation and commitment

  • Has a sense of urgency

  • Communicates clearly and persuasively

  • Open to feedback and learning

  • Achievement and goal oriented

  Additional Information

  Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, and residences. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative spas, and gracious yet unobtrusive service. With 21 one-of-a-kind hotels and resorts, with 7 in the announced pipeline, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Linked In, Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

  Our mission is to be the best-loved manager of one-of-a-kind luxury properties and experiences. Auberge is a family of intimate, one-of-kind hotels and resorts that define an approachable style of luxury in both product and service that resonates with the curious modern traveller. Passionately local, experience-led, romantic and stylish, these hotels hum with a vibrancy that is both refined and relevant.

• About the company

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