Guest Service Associate

About Careyes

Careyes is one of Mexico’s most exclusive luxury destinations, renowned for its unique architecture, private villas, pristine beaches, world-class hospitality, and vibrant international community. We create extraordinary experiences for discerning travelers seeking privacy, authenticity, and personalized service.

Position Summary

The Guest Service Associate is responsible for delivering exceptional guest experiences throughout every stage of the guest journey, from pre-arrival coordination to departure. This role serves as a primary point of contact for guests, ensuring personalized service, efficient communication, and seamless coordination between departments to exceed expectations and create memorable experiences. Guest Service Associates are typically responsible for guest requests, local recommendations, service recovery, reservations support, and coordination with operations teams.

Key Responsibilities
Welcome guests with warmth, professionalism, and attention to detail.
Coordinate pre-arrival arrangements and special requests.
Manage guest communications via phone, email, WhatsApp, and in person.
Assist with check-in and check-out procedures.
Arrange transportation, activities, dining reservations, wellness experiences, and special celebrations.
Provide detailed knowledge of Careyes amenities, events, restaurants, villas, activities, and local attractions.
Anticipate guest needs and proactively offer personalized recommendations.
Handle guest concerns and service recovery with professionalism and urgency.
Coordinate with Concierge, Housekeeping, Maintenance, Food & Beverage, Reservations, and Operations teams to ensure flawless execution of guest requests.
Maintain accurate guest profiles, preferences, and special notes.
Support VIP arrivals, owners, travel advisors, and high-profile guests.
Assist with reservation modifications, guest inquiries, and operational follow-up.
Ensure compliance with company service standards, confidentiality policies, and luxury hospitality protocols.
Contribute to guest satisfaction goals, online reputation, and service excellence initiatives.

Qualifications

Minimum 1-2 years of experience in luxury hospitality, guest relations, concierge, front office, or customer service.
Excellent verbal and written communication skills in English and Spanish.
Strong problem-solving and service recovery abilities.
Exceptional interpersonal and relationship-building skills.
Ability to work in a fast-paced, dynamic environment.
Strong organizational and multitasking capabilities.
Experience with hotel PMS systems, reservations software, and Microsoft Office is preferred.
Flexibility to work weekends, holidays, and rotating schedules.
Passion for luxury hospitality and creating unforgettable guest experiences.
Preferred Attributes
Professional appearance and demeanor.
Positive attitude and service-oriented mindset.
Cultural awareness and ability to interact with international clientele.
Ability to anticipate needs before they are expressed.
Attention to detail and commitment to excellence.
Discretion and respect for guest privacy.

What We Offer
Opportunity to work in one of Mexico’s most exclusive luxury destinations.
Professional development and growth opportunities.
Exposure to international clientele and luxury hospitality standards.
Dynamic and collaborative work environment.
Competitive compensation and benefits package.

**Join Careyes and become part of a team dedicated to creating extraordinary experiences and unforgettable memories for guests from around the world.**