Luxury Standards Specialist – Rooms Division

- Job Type: Non-Management

The Rooms Division Luxury Standards Specialist is responsible for elevating the guest experience by designing and delivering creative, on-the-floor training programs across Housekeeping, Front Office, Concierge, and Reservations. This hands-on leader brings the Auberge service philosophy to life by coaching teams on Authentic Connections, Removing Obstacles, and Creating the Unexpected, while aligning with guests Five-Star expectations in service and current luxury hospitality trends. Working closely with departmental leaders and the Quality Manager, the Trainer identifies service gaps, leads personalized training sessions, and builds a culture of excellence through storytelling, emotional intelligence, and operational knowledge.

Key Responsibilities:

Service Training

- Design and facilitate tailored training focused on AU service standards and values, luxury guest engagement, luxury guest expectations, and brand storytelling.
- Provide hands-on guidance in guest room inspections, arrival/departure experience,communications etiquette, and internal communication.
- Partner closely with leaders in Housekeeping, Front Office, Concierge, and Reservations to align on service expectations and training priorities.
- Coordinate with the Quality Manager to analyze audits, guest feedback, and service trends to define training needs and departmental goals.
- Join rallies and collaborate with Managers to deliver targeted service refreshers.
- Develop engaging training formats such as roleplays, walk & talks, service simulations,



coaching cards, and mini challenges, develop new games,etc.
- Bring luxury service to life with examples, storytelling, and scenario-based learning tied to real guest profiles and feedback.
- Support onboarding of new team members with an inspiring, operations-based orientation.

Service Audits & Continuous Improvement

- Observe and evaluate real-time service to reinforce key behaviors and identify training opportunities.
- Assist in internal quality audits with focus on AU standards, service delivery and guest perception.
- Track coaching efforts and follow up on team progress and behavioral changes.
- Deep understanding of guest psychology and emotional engagement
- Hands-on coaching style with flexibility and adaptability
- Creativity in training formats and delivery methods
- Strong collaboration with leaders and cross-functional teams
- Continuous learner, tuned into integral luxury trends
- 6+ years of experience in luxury hotel operations in managerial/executive positions, with direct roles in at least three of the following: Front Office, Housekeeping,
- Concierge,PBX,Guest Recognition,Reservations is a plus. Housekeeping and Front Office are a must.
- Strong knowledge of Five-Star standards and luxury guest experience best practices.
- Proven ability to design and deliver creative, on-the-floor training and coaching.
- Passionate about service, detail-oriented, and highly collaborative.
- Excellent facilitation, communication, and interpersonal skills.
- Bilingual (English/Spanish) is a must.

#J-18808-Ljbffr

📌 Luxury Standards Specialist – Rooms Division (Cabo San Lucas)
🏢 ESPERANZA
📍 Cabo San Lucas