Guest Experience Supervisor Join to apply for the
Guest Experience Supervisor
role at
Etéreo, Auberge Collection
Company Description Etéreo, Auberge Collection is located on Mexico’s Riviera Maya within the luxury Kanai development just 30 miles from Cancun International Airport. Set within a protected mangrove forest along a pristine stretch of the Caribbean Sea, the resort offers 75 luxury accommodations ranging from 875 sq. ft. studios to 3,925 sq. ft. three‑bedroom penthouse suites. Each oceanview retreat features expansive private terraces with floor‑to‑ceiling glass doors, spa‑style bathrooms with dual vanities and soaking tubs, and thoughtful design that blurs the line between indoors and out.
Job Description
Ensure the guest experience meets or exceeds all the Auberge / Forbes quality and service standards from check‑in to check‑out.
Supervise all necessary documents prepared by the hosts, such as registration cards, spa treatments, and restaurant confirmations.
Record guest preferences and introduce them to appropriate departments for follow‑up.
Audit the check‑in process: escort guests to their room, restaurants, spa, etc.
Respond promptly and tactfully to any guest complaint that may arise.
Supervise the constant training for the PBX, guides, and itinerary designer team.
Audit to ensure Forbes and Auberge standards, policies, and procedures are properly understood and followed.
Maintain a very high standard of personal hygiene, behavior, and grooming standards of Guest Services staff.
Cooperate and coordinate teamwork with other departments.
Act as an ambassador of the hotel by providing guests with reservations, information, amenities, area attractions, spa, and dining booking as needed.
Organize and maintain the reception counter, ensuring materials and supplies are readily available.
Be familiar with all Etéreo & Kanai complex facilities to address, assist, and sell services to guests.




Share clear expectations to the team.
Identify improvement points and work in action plans with the Guest Experience Manager.
Maintain excellent relationships within the Guest Service Department and familiarize oneself with the operations and priorities of all other hotel operating departments.
Perform other duties as directed, developed, or assigned.
Qualifications
A genuine affinity for interacting meaningfully and positively with Etéreo teammates.
Self‑confidence and leadership skills.
Two years’ experience at a hotel.
Able to work on a versátil schedule, including weekends and holidays.
Drive to learn multiple computer programs and continually refine processes.
Ability to clearly communicate in English with guests, employees, owners, and management both orally and in writing.
Ability to handle multiple tasks simultaneously, prioritizing the guest experience.
Ability to think critically and solve problems as they arise.
Ability to compute basic mathematical calculations.
Ability to input and access data in a computer.
Ability to remain calm under pressure.
Ability to maintain confidentiality of guest information and designated hotel data.
Ability to work cohesively with other departments and individuals as part of a team.
Ability to prioritize and follow up on work assignments.
Awareness and sensitivity to the concept of luxury and quality.
Responsive and genuine with guests and colleagues.
Incorporates customer information as part of the overall strategy.
Understands the value of employees, customers and profit link.
Confident with guest interactions.
Communicates a compelling vision.
Inspires cooperation and commitment.
Has a sense of urgency.
Communicates clearly and persuasively.
Open to feedback and learning.
Achievement and goal oriented.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Other
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