Elite Alliance is actively recruiting for a night shift Resort Front Desk Receptionist in our Mexico division, Destination Club Management, for Aflora, our newly managed property in Tulum, Quintana Roo, Mexico. Aflora offers 211 luxury units distributed through magic apartment towers, loft village and Luxury villas spanning three hectares of verdant jungle.
The primary purpose of this position is to provide exceptional guest and owner service and satisfaction while creating memorable experiences. This position is the first point of contact for owners and guests includes modeling, promoting, encouraging, and maintaining service levels exceeding owners and guest expectations all in accordance with company policies, standards of operations and guidelines. Responsibilities include working closely with management, owners, guests, service providers and team members. In addition, the Front Desk Receptionist will assist the team involving special tasks, and operations.
The objectives of this position are to ensure owner/guest/team member satisfaction, positive team member morale, operational efficiency and cost controls.
Essential Functions and Responsibilities
- Adhere to all standards of operations, policies and procedures, manuals, memos, and oral instructions.
- Maintain a high level of personal hygiene and adhere to dress code policies.
- Ensure that all equipment is maintained in good, safe working conditions.
- Maintain a high level of cleanliness in the work areas.
- Be familiar with all safety and emergency procedures.
- Possess a thorough understanding of property management systems.
- Ensure immediate response is given to all owner and guest comments and concerns and assist in implementing corrective measures.
- Coordinate and communicate with housekeeping to ensure the rooms are ready for check-in.
- Assist with implement storm, fire and first aid procedures.
- Maintain a full comprehension of all regulations, contractual provisions and enforcement policies.
- Document owners and guest's issues, emergencies, incidents, maintenance or security needs, as well as a summary of action taken.
- Ensure that all keys are secured, and inventories are documented.
- Responsibility oversee check-in and check-out processes, ensuring efficiency and accuracy.
- Immediately acknowledge and greet owners and guests by name, assist upon arrival, during their stay and departure.
- Provide exceptional owner and guest service by addressing guest inquires, concerns, and requests.
- Provide owners and guest assistance with travel plans, amenities, activities, Aflora venues, and special requests.
- Be knowledgeable of special events, rates, promotions and local events.
- Review owner and guest, to include rental guests, reservations ensuring all relevant information, including contact information, rental data forms are accurate.
- Initiate owner and guest communication and information to include pre-arrival, registration to departure.
- Process checkout efficiently and handle any related transactions.
- Oversee the reprogramming of the electronic lock for each residence.
- Address and resolve issues related to reservations, billing, and guest satisfaction.
- Collaborate with other departments to fulfill unique guest needs.
Accordingly, you may be expected to perform other tasks and duties as needed or as directed.
Education, Experience and Knowledge
- Minium One (1) to two (2) years of experience in front office operations in hospitality, and private club preferably in a luxury setting.
- Bi-lingual in English. Ability to fluently read, speak, write and comprehend the English language.
- Ability to communicate clearly and concisely, orally and in writing, maintain good active listening skills and follow oral and written instructions. Ability to write routine reports and correspondence.
- Ability to establish and maintain effective and courteous relationships and effectively communicate with other team members, Owners, Guests and other business contacts.
- Energetic and outgoing, with a positive attitude, driven to provide outstanding owner and guest service.
- Professional appearance, demeanor, and attitude.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedures manuals and adhere to all standards of operations, policies and procedures, manuals, memos and oral instructions.
- Basic Microsoft Office (Word and Excel) skills including the ability to understand other computer programs (i.e., property management software and housekeeping scheduling systems) in a computer-based environment is a plus.
- Ability to resolve Owner & Guests concerns following the company's policies and procedures and ensure the proper resolutions.
Physical Requirements and Environmental Conditions
- The noise level in the work environment is usually moderate.
- Ability to lift up to 25 lbs. on a daily basis.
- Ability to stand for extended periods of time. The person having this posi
