Front Desk & Guest Relations Assistant Manager

Responsibilities

• Assist the Guest Relations Manager in overseeing daily operations for the Reception and Guest Relations departments.
• Supervise Front Desk operations to ensure seamless arrivals, departures, and guest requests.
• Coordinate VIP arrivals, villa pre-arrival arrangements, personalized amenities, and special celebrations.
• Manage villa guest operations, including check-in/check-out experiences and privacy standards.
• Implement guest experience strategies aligned with Forbes Travel Guide, LQA, and One&Only Palmilla standards.
• Monitor guest feedback via ReviewPro and surveys to implement service improvements.
• Handle guest concerns and service recovery professionally to ensure prompt resolution.
• Assist with team training, coaching, scheduling, and daily operational follow-up.
• Oversee administrative tasks including reports, logs, billing procedures, and cashiering controls.

Requirements

• 2–3 years of leadership experience in Front Desk, Guest Relations, or Rooms Division within a luxury hotel or resort.
• Proven experience managing VIP and villa guest experiences.
• Strong knowledge of luxury hospitality standards, specifically Forbes Travel Guide and LQA.
• Fluency in both English and Spanish (verbal and written).
• Proficiency with Opera PMS and Microsoft Office.
• Ability to work a flexible schedule, including weekends and holidays.
• Strong leadership, organizational, and problem-solving skills.

About the Company

One&Only Palmilla is a legendary luxury retreat located on the Baja Peninsula. As part of the Kerzner International portfolio, we are dedicated to creating joy through anticipation, creativity, and warmth, tailoring every aspect of a guest's stay to exceed their highest expectations.