Guest Experience Supervisor

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 ocean‑view 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.

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Follow Etéreo on Facebook and Instagram @Etereo Auberge

• 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, as well as any other item that may support efficient and timely check‑in/out processes.
• Ensure that the team updates any guest preferences (e.g., 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.
• Make sure of the prompt and tactful response to any guest complaint that may arise.
• Supervise the constant training for the PBX, guides and itinerary designer team, making sure their understanding of policies and procedures is thorough.
• Make 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.
• Be familiar with all Etéreo & Kanai Complex facilities so as to be able to address, assist and actively sell services to guests.
• Share clear expectations with 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.

• 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 flexible schedule, including weekends and holidays, according to department needs.
• Drive to learn multiple computer programs and continually refine processes.
• Clear communication in English with guests, employees, owners, and management both orally and in writing.
• Handle multiple tasks concurrently, prioritizing with utmost care for the guest…