Receptionist-Concierge

Receptionist-Concierge 
(20203)

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.

As a Reception Concierge at One&Only Palmilla, you are the first and last impression of our luxury resort. You will serve as the ambassador in our lobby, ensuring every guest experiences personalized service at the highest level. Your role is to anticipate guest needs, provide impeccable service, and create unforgettable moments by delivering the One&Only standard of excellence. From check-ins and check-outs to curated recommendations and luxury arrangements, you are key in making every stay extraordinary. 

About You: 
You are a polished, professional, and proactive individual with a passion for delivering world-class service. You thrive in a luxury environment, enjoy engaging with guests from around the globe, and take pride in anticipating needs before they arise. Your attention to detail, positive attitude, and exceptional communication skills make you a trusted and confident presence at the heart of our resort experience. 

Job Summary: 
The Reception-Concierges are ambassadors responsible for fulfilling any guest request directly or through the Butlers while upholding the highest standards of luxury service. You will provide expert knowledge about the hotel, dining, activities, local attractions, airlines, and more. Your role ensures that check-in and check-out processes are seamless and that every guest leaves with an exceptional memory of their stay. 

Key Duties and Responsibilities: 

• Maintain impeccable presentation according to the grooming and uniform standards of One&Only Palmilla. 

• Stay fully informed on occupancy, check-ins, check-outs, in-house groups, and guest profiles to cover shifts effectively. 

• Review and follow up on shift turnovers in Alice, ensuring all pending items are addressed. 

• Foster a welcoming and positive environment for guests and colleagues. 

• Maintain thorough knowledge of room categories, packages, promotions, and rates. 

• Answer phone calls with professional telephone etiquette and provide accurate information. 

• Manage lost & found items, shipping services, and guest billing questions according to One&Only standards. 

• Communicate proactively with all departments to ensure smooth operations. 

• Update guest profiles and perform accurate check-ins and check-outs. 

• Coordinate luxury transportation for guests, including airport transfers and private tours. 

• Handle guest complaints professionally, ensuring swift resolution and follow-up. 

• Take ownership of lost luggage cases and liaise effectively with guests and airlines. 

• Monitor high balances and authorize payments when necessary. 

• Keep workstations organized and maintain system efficiency, including emails, reservations, and confirmations. 

• Respond to guest and travel agent emails within 24 hours. 

• Provide guest amenities requested by third parties and print confirmations for restaurants, Spa, and activities. 

• Speak English fluently during working hours; additional languages are an asset. 

• Ensure all equipment (printers, bank terminals, Salto, etc.) is functioning correctly. 

• Maintain updated external directories, including airlines, consulates, embassies, flower shops, and car rentals. 

• Operate PMS Opera system to manage reservations, modifications, and cancellations. 

• Perform posting, auditing, No-Show charges, and update arrivals/departure lists. 

• Apply the JOY pillars consistently throughout the shift. 

• Attend trainings punctually and actively participate. 

• Maintain knowledge of restaurant menus and offerings. 

• Exhibit a genuine smile and positive attitude at all times. 

   

  Skills, Experience & Educational Requirements  

  • 1-2 Years Experience and Customer Service 

  • English spoken 

  • Proficient in MS Office and call center equipment/software programs 

  • Outstanding communication and interpersonal skills 

  • Excellent organizational skills 

  • Leadership skills with a problem-solving ability 

  • Reliable and Result driven 

  • Communication skills 

  • Use of ALICE and OPERA 

  • Goals focus oriented 

  • Ability to work under pressure 

  • Outspoken and organized 

   

   

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.