Guest Relations Coordinator

Guest Relations Coordinator 
(19587)

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. 

Cradled on the cusp of the Baja Peninsula, One&Only Palmilla is a legendary retreat where the marvels of Mexico come to life in ultimate style. 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 

As a Guest Experience Coordinator, you will play a vital role in shaping the VIP pre-arrival journey and ensuring flawless in-house experiences for our guests. You will design tailored itineraries, handle special requests, and serve as the primary contact for travel agent amenities. Your focus will be on creating Joyful moments, following up on guest satisfaction, and assisting in recovery processes when needed. You will also act as a One&Only Brand Ambassador, connecting with guests personally, curating experiences, and ensuring that every detail reflects our highest brand standards. 

About You 

You are a highly articulate, service-oriented professional who thrives on creating unforgettable guest experiences. With a natural talent for problem-solving, creativity, and attention to detail, you know how to anticipate guest needs and deliver personalized solutions. You communicate fluently in English (written and spoken), work well under pressure, and are confident using technology, including Microsoft Office, OPERA, ALICE, Sevenrooms, and OpenTable. Your positive energy, organizational skills, and genuine passion for hospitality make you an essential part of our team. 

Key Responsibilities 

• Curate and send personalized itineraries and experiences based on guest preferences. 

• Act as the main point of contact for VIP guests, ensuring pre-arrival and in-house requests are fulfilled. 

• Manage guest preferences, allergies, and amenities in SAGA, ensuring profiles are accurate and up to date. 

• Conduct daily guest contact, follow up on satisfaction, and support in recovery processes. 

• Coordinate and monitor all guest requests through ALICE, OPERA, and other systems. 

• Manage and track Travel Agent amenities, ensuring timely delivery and accurate reporting. 

• Support the Concierge and Front Office teams in handling guest bookings, dining reservations, and activity scheduling. 

Skills, Experience, & Educational Requirements  

• Education: High School completed – University Degree optional 

• Minimum Experience: 2 years in same or similar position 

• Language(s) 

• Language:  

• Language: English 90% 

• Computer savvy is highly required   

• Basic understanding of OPERA PMS System, ALICE 

• Other Skills: Organized, multitasking, work well under pressure, mental agility, good interpersonal relationship, analytic, great tone of voice, positive attitude, and customer oriented 

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.