E-Balam

Company Description

Tucked between the ocean and lush jungle, Fairmont Mayakoba offers a distinctive retreat amidst the natural beauty, vibrant culture, and thrill-seeking adventures of the Riviera Maya. Situated on an extensive network of nature trails, the resort invites guests to explore exotic flora and fauna, play an 18-hole championship golf course just minutes from sacred Mayan cenotes, dive on the world’s second-largest coral reef, and discover Mexican cuisine and spirits through culturally immersive classes and experiences. 

The resort is dedicated to conservation, sustainability, diversity, community, and inclusion. It is recognized both locally and internationally as a premier travel destination in the Riviera Maya.

Job Description

Main Duties:

• In charge of creating a guest experience prior their stay adjusted to guests needs 
• Be knowledgeable about hotel facilities, updated on activities, promotions and happenings in the hotel and be able to provide accurate information to guests.
• Act as an ambassador of the hotel and provide assistance to a variety of requests. Expected to make what seems to be impossible and unusual happen.
• Maintain a network of service providers for efficient conduct in coordinating guest requirements.
• Ensure availability of creating updated itineraries for guests sharing important information such as brochures of local attractions, sister hotels, restaurants, city maps, etc. which may be handed over to guests.
• Manage the facilitation of guest requests relating to dining activities (both inside and outside of the hotel), shows, recreation, tours, transport, florists, doctors, dentists, childcare and any other services that are not available at the hotel.
• Respond to queries positively.
• Develop guest preference records and guest history.
• Maintain absolute integrity and trustworthiness in the team.
• Promote and follow a safe work environment.
• Promote and lead a service-driven, results-driven work environment.
• Follow departmental SOPs (Standard Operating Procedures) including all safety policies.

Qualifications

Job Profile:

• Ability to work under pressure

• Decision-making skills

• Analytical thinking

• Service-oriented and responsible

• Legal age (18 or older)

• Schedule flexibility / availability to work varied shifts

• Conversational English (preferred)

Qualifications

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Strong interpersonal and problem solving abilities. 
• Highly responsible & reliable.
• Fluency in English, secondary language preferred.
• Minimum of 1 year previous experience in a customer service industry.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
• Knowledge of Opera or Opera cloud Property Management System an asset.
• Ability to work cohesively with fellow colleagues as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.

Additional Information

What’s in it for you:

• Employee Benefit Card offering discounted rates at Accor hotels worldwide

• Learning programs through our Academies and training initiatives

• Opportunity to develop your talent and grow within Accor Hotels, with presence in over 100 countries

• Ability to make a difference in the local community through our Corporate Social Responsibility activities

• Be part of the opening of new concepts within the hotel

Our Commitment to Diversity & Inclusion:
We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent.