Job Description

Agent, Guest Experience

(19138)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Woven seamlessly into the diverse, dramatic vistas of one of Mexico’s last tropical beachfront jungles in Riviera Nayarit, One&Only Mandarina provides the perfect balance between chic treehouse seclusion and clifftop villas. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the Job.

The Guest Experience Agent efficiently manages any internal and external calls and emails, and acts as a liaison point between guests and any other department within the resort, including Butlers, F&B, Housekeeping, Maintenance, etc. They take and log all guest requests and communicate them efficiently to the appropriate departments via radio, ALICE, telephone, Message Hub, or email, and monitor each request until it is correctly completed.

The Connectivity Agent is responsible for the pre-arrival experience of our guests by creating any itinerary and making any reservations requested by the guest in accordance with brand standards.

Finally, Guest Experience Agent demonstrate a high sense of customer service, communication, fluency in English (written and spoken), and the ability to work under pressure. Computer proficiency, including Microsoft Office, 7Rooms, OPERA, SAGA, and ALICE systems, as well as the ability to type quickly and professionally, is highly required.

Main Duties and Responsibilities

• The Personal Protective Equipment (PPE) provided to the employee must be used at all times within the Resort until otherwise determined by the Government and the Resort.
• All hygiene and safety measures established by the Local Government and the Resort must be followed at all times.
• Coordinate all activities within the Butler Department, Housekeeping, In Villa Dining, and other departments.
• Maintain excellent communication between the Connectivity Center and all other departments to ensure periodic and necessary updates of information.
• Handle the department’s telephone service in accordance with the company’s established telephone etiquette.
• Maintain professional communication via email and through the Guest Messaging Hub (GMH) according to established standards.
• Follow up on each GMH message in a timely and proper manner and log any guest request in ALICE.
• Register all incoming and outgoing calls in ALICE when necessary.
• Properly handle and control all guest requests, directing them to the corresponding departments.
• Act as the coordination center for Butler, Private Dining, and Housekeeping to fulfill guest requests and share relevant information.
• Report any guest issue to the appropriate department or colleagues through ALICE or phone to provide a quick and satisfactory response.
• Provide and ensure follow-up on departmental, interdepartmental, and guest requests in a timely manner until completion.
• Contact the guest prior to arrival, sharing all important information regarding their stay.
• Provide the Butler Department with guest arrival information and organize amenity distribution.
• Properly inform guests about local activities and restaurants according to standards.
• Recommend and schedule restaurant reservations and/or activity reservations for guests according to their needs and expectations.
• Create and send accurate itineraries and information to guests based on their needs and expectations.
• Inform all departments of any pre-arrival requests made by the guest via ALICE.
• Monitor and manage all Refreshment Center requests in ALICE, both pre-arrival and in-house.
• Offer alternatives with the guest’s best interest in mind and in alignment with the One&Only brand.
• Maintain full knowledge of room categories, rates, locations, activities, amenities, and property services along with their schedules.
• Have correct and complete knowledge of groups in-house, group pre- and post-arrivals, resort functions or external events, and their schedules to avoid loss of guest information.
• Update and communicate the most recent extension numbers, direct numbers, fax numbers, as well as department and staff names.
• Schedule and place wake-up calls according to guest requests and following established procedures.
• Print all Welcome or Special Celebration amenity cards for F&B according to Guest Relations’ requests.
• Properly handle the Resort’s emergency procedures.
• Act as the intermediary contact between the Hotel and the Doctor when medical assistance is needed.
• Update profiles by adding GIRs in SAGA.
• Maintain a cooperative and collaborative attitude at all times to ensure the achievement of hotel and company objectives and guest satisfaction.
• Know how to use ALICE, OPERA, 7Rooms, Business Console, Reservations CMQ, and SAGA systems proficiently to ensure effective communication and smooth operations.
• Inform guests about any in-house events, closed areas, fireworks, or any situation that may disturb their stay.
• Coordinate any third‑party amenity services to be delivered to guests.
• Ensure that all guest preferences, allergies, and amenities are updated in the guest’s SAGA, ALICE, and OPERA profiles.
• Manage guest personal information through SAGA, ALICE, and OPERA.
• Have complete knowledge of all food and beverage products available for in‑room dining (86’s).
• Take guest food and beverage orders efficiently and in compliance with all guest needs and expectations.
• Use sales techniques to increase food and beverage revenue and complement the guest’s meal.
• Follow the order‑taking process strictly according to established standards.
• Always review the details of each order, taking into consideration special requests, allergies, and guest restrictions.
• Follow up on each service and coordinate the pickup of dishware (dirty plates) in the room when reported to Connectivity by any available means.
• Ensure efficient communication with your manager and other departments to fulfill any request or special service required by the guest.
• Enter into ALICE all requests received during the day and provide the proper follow‑up, ensuring they are completed in a timely and appropriate manner.
• Support the Front Desk–Concierge department when necessary.
• Carefully read the PASS ON to verify pending tasks from the previous day and/or shift and provide appropriate follow‑up.
• Wear the provided uniform properly, following the grooming and uniform standards established by the company.
• Perform any department-related task requested by any department leader.

About You.

Gender: Indifferent.

Education: Degree in Tourism or Tourism Business Administration.

Minimum Experience: At least 1 year in hospitality or guest services, etc.

Languages: Bilingual – fluent English.

General knowledge of Concierge duties.

Advanced computer skills.

Basic understanding of the OPERA and ALICE systems.

Organized

Good communication skills

Multitasking ability

Quick thinking

Good interpersonal relations

Analytical

Pleasant voice tone

Positive attitude

Customer‑oriented

Ability to improvise.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.