Guest Experience Supervisor

Guest Experience Supervisor

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.

From outdoor adventures that immerse guests in the region's natural wonders to hands-on experiences with local artisans, the resort's on- and off-site programming is designed to celebrate the vibrancy of the Yucatán and its rich cultural heritage. The resort's signature dining venue, Itzam, showcases elevated modern Mexican cuisine with a focus on local ingredients, complemented by panoramic ocean views from its open-air seating, lounge terrace, and private dining room, Pixán.

Further celebrating the destination's culture and history, the resort's outdoor eatery Che Che honors the 'nikkei' tradition, blending Japanese techniques with Latin American ingredients, while in-the-sand dining at El Changarro completes a culinary program rooted in discovery. For wellness seekers, SANA, an Auberge Spa, offers a serene healing sanctuary featuring a cenote-inspired pool, drawing on ancient practices while embracing modern wellness trends.

• 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;
• Supervise all necessary documents that have been prepared by the hosts, such as registration cards, spa treatments, and restaurant confirmation, as well as any other item that may support efficient and timely check-in/out processes.
• Ensuring that the team is updating any Guest preferences (i.e. Bespoke Options and/or Experiences, Room specifics) are recorded on the guest history page and are well introduced to the appropriate departments for follow-up.
• Audit the check in process: escorting guests to their room, Restaurants, Spa, etc.
• Making sure of the prompt and tactful response to any Guest complaint that may arise.
• Supervise the constant training for the PBX, Guias and Itinerary Designer team making sure their understanding
• Making constant audits to ensure Forbes and Auberge Standards, policies and procedures in the department are properly understood and followed through.
• Supervise and 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 any reservation, information, amenities, area attractions, spa, and dining booking, as needed.
• Organize and maintain the Reception counter, 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 share clear expectations to the team
• The Guest Experience Supervisor has to be able to identify improvement points and work in action plans with the Guest Experience Manager.
• Must maintain excellent relationships within the Guest Service Department and must familiarize oneself with the operations and priorities of all other hotel operating departments.
• Perform other duties as directed, developed or assigned.

• A genuine affinity for interacting meaningfully and positively with Etereo teammates.
• Self-confidence and leadership skills
• Two years' experience at a hotel
• Able to work on a flexible schedule, including weekends and holidays, according to department needs
• 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 at the same time seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs, in-person guest needs, and professional telephone interaction.
• 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 be a clear thinker and remain calm under pressure.
• Ability to maintain the 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,…