What You'll Do:
We are seeking a highly organized and detail-oriented Local Host who will be in charge of the exceptional care of our guests during their stay, regardless of the type of villa they have booked. The ideal candidate will have a strong background in luxury guest service, excellent communication skills in English & Spanish, and a passion for providing remarkable service.
You, as their Local Host, have the responsibility to make our guests’ stay absolutely perfect and 100% worry-free. The Maya Luxe community wishes to provide unforgettable experiences that touch the soul and enhance the senses of our guests. The role is to be able to intuitively know what our guests should need and be able to deliver on any requests, big or small, to ensure the guests feel that all of their holiday needs are being fulfilled.
Key Responsibilities will include but not be limited to:
- Review the guests’ itineraries in advance of arrival, study the guests’ profile and be ready to service their needs once on-site;
- Be well versed in our Maya Luxe Experiences and the Riviera Maya region to be able to respond knowledgeably to guest questions related to their trip;
- Arrive at the property with enough time before the guests’ intended arrival time to do a thorough inspection of the home and ensure the villa has been staged for the arrival;
- Brief the in-villa staff of the guest’s itinerary and be sure to introduce them during the villa tour;
- Greet guests, answer questions, and provide support for their needs throughout their stay;
- Consult the Chef/Cook in case of changes with menus, when applicable;
- Monitor and action communication channels (e.g. Slack, WhatsApp, iMessage & Email) to support your guests and Maya Luxe team as related to our guests’ requests;
- Maintain communication with the in-villa staff, Property Manager or Villa Manager to ensure the perfect functioning of the villa before and during the guest’s stay;
- Update guests’ itineraries as changes occur and follow-up with Experience Providers for services booked pre-arrival to ensure no service level interruption due to clerical errors;
- Prepare Guest Experience Invoice 1-day prior to check-out and feel comfortable addressing billing with guests;
- Be present during check-out to ensure a smooth departure for the guest;
- Address damage concerns with the guest and discuss security deposit payments, as needed;
- Accurately document and communicate concerns from guests through Slack channels and Salesforce to keep Maya Luxe stakeholders informed as issues may arise;
- Accurately document Daily Logs from the guest interactions in HubSpot system to ensure communications are tracked;
- Accurately document guest profile notes about their preferences from what was discovered during your interactions with the guest on-site;
- Report any Lost & Founds items based on the company policy;
- Ensure that Maya Luxe’s Guest Service Standards are met and respected by Experience Providers;
- Maintain an organized agenda to manage your assigned guest bookings each week.
What we’re looking for:
- Previous luxury guest service experience required;
- Strong interpersonal and problem solving abilities required;
- Highly responsible, reliable and punctual;
- Fluency in English & Spanish required;
- Knowledge of local guest experiences in the Riviera Maya region - Cancun to Sian Kaan required;
- Ability to work well under pressure in a fast paced environment;
- Ability to work cohesively as part of a team;
- Ability to focus attention on guest needs, remaining calm and courteous at all times;
- Strong attention to detail required;
- Previous experience working with GSuite, Slack & Salesforce, considered asset;
- Previous experience with Guest Invoicing, considered asset;
- Previous Property Management System (PMS) experience considered an asset;
- Clean driving record and personal vehicle required;
- Excellent presentation and personal image;
- 100% flexible with working hours as the guest might need assistance at any time of the day;
- 24/7 availability online (and in person), in case of an emergency.
We believe the best guest experience comes from people who love what they do, in an environment that values them and their ideas. We want to create an environment where everyone has the opportunity to contribute to our collective success.
The activities mentioned are not exhaustive and may include other related tasks as required, provided they are within the nature and scope of the position."
Be part of a team that pays attention to every detail to create unique experiences.