Butler / Guía

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. 

Job Description

The Personal Guia is one of the first people guests see upon arriving at Etereo, 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 Etereo 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 Responsibilities

• Please note that this is not an exhaustive list of everything that the Personal Guia will assist with.  Within the Auberge family, our people always find new ways to look after the business, their guests, and their team-mates.   Within this, the key responsibilities for this position are:
• 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;
• Preparing 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 Experience.
• Ensuring that any Guest preferences are recorded on the guest profile and Show Me You Know Me file.
• Reconfirming during the stay all the services arranged internally and with the Guest and following up on the Guest Satisfaction after any experience
• Ensure the 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)
• Escorting guests to their room, Restaurants, Spa, etc.
• Responding promptly and tactfully to any Guest complaint that may arise, follow up and recover ensuring the Guest Experience is not impacted
• Ensuring correct billing arrangement is provided according to Front Desk policies and procedures.
• Provide a prompt follow up on e-mails, replying on time to the ones are needed and ensuring are reading all the internal updates and changes on the Hotel Operation 
• Connect with all the Guest at the messaging platform according to the standards 
• Making sure the experiences provided at the Hotel are being offered according to the Guest Preferences and keeping and Upselling orientation
• Act as an ambassador of the hotel by providing Guests any reservation, information, amenities, delights and surprises, area attractions, spa, and dining booking, as needed.
• Organize and maintain the Guest Services areas, 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 maintain excellent relationships within the Front Office 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

• A genuine affinity for interacting meaningfully and positively with Etereo teammates.
• Self-confidence and leadership skills
• Two years’ experience at a hotel preferably luxury 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.

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.