Position Summary: Responsible for front desk reception and guest service, ensuring personalized and high-quality service, with strong problem-solving skills and the ability to coordinate across departments. Key Highlights: 1. Provides personalized and high-quality service to guests. 2. Efficient check-in management and problem resolution. 3. Interdepartmental coordination for a complete guest experience. **Job Description:** Responsible for welcoming and bidding farewell to guests, efficiently managing the check-in process in accordance with hotel policies. Delivers personalized service by providing clear information about stay benefits and ensuring high service standards. Must be agile, solution-oriented, responsible, capable of team supervision, possess an excellent service attitude, and have strong communication skills to address and resolve any requests within their scope. **Customer Service** * **Guest Reception and Registration:** * Welcome late-arriving guests. * Perform late check-in. * Process guest check-outs. * **Guest Assistance and Service:** * Provide information about the hotel, its services, and local attractions. * Assist with special requests—such as restaurant or transportation reservations—when guests contact during the shift. * Handle urgent phone calls and emails requiring attention the following day. * Fulfill guest requests—for extra pillows, towels, water, ice, etc. **Security and Maintenance** * **Basic Maintenance:** * Report maintenance issues to the AM Concierge and ensure timely resolution. * Perform minor maintenance tasks as needed, supported by the security team (e.g., replacing a light bulb). **Coordination and Communication** * **Interdepartmental Coordination:** * Communicate requests and issues to relevant departments (maintenance, housekeeping, security, etc.). * Brief the morning shift staff on any relevant situations requiring follow-up during their AM shift. * **Complaint Management:** * Resolve guest complaints and issues efficiently and professionally. * Escalate more complex situations to the manager while ensuring guest comfort pending same-day resolution. **Qualifications:** * High school diploma, technical degree, or bachelor’s degree in hospitality or related field; additional training in hospitality is a plus. * Minimum age: 23 years; gender unrestricted; minimum 2 years’ experience in front desk operations and at least 1 year as a Concierge in boutique hotels preferred. * Must have resided in Tulum for at least 1 year. * In-depth knowledge of the city. * Flexible availability for shift scheduling. * Strong social skills, leadership ability, and proactive mindset. * Prior experience in hospitality, hotel operations, or customer service preferred. * Excellent communication and interpersonal skills. * Strong organizational skills and ability to multitask. * Proficiency in computer systems and reservation software. * Knowledge of local attractions, restaurants, and services. * Problem-solving ability and customer-centric mindset. * Professional appearance and friendly, welcoming demeanor. Employment Type: Full-time Salary: $15,000.00 – $18,000.00 per month Benefits: * Transportation assistance or service * Free parking * Employee referral program * Staff dining service Work Location: On-site