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.

📌 Butler / Guia (Playa del Carmen)
🏢 Etereo
📍 Playa del Carmen