Residence Coordinator 
(18696)

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.

Details of the position.

The Residence Coordinator is the link between owners, family members, friends and renting guests. Responsible of the prearrival experience, during and after they depart until proper conclusion, via e mail and phone calls. Elaborate itineraries with activities, Restaurant reservations, information about residences, groceries, housekeeping services, correspondence delivering, and special requirements of the owners in efficiently matter according to guest requirements and brand standards.

Equivalent to front office staff in the Resort, The Residence Coordinator is acting as a representative of Private Homes Department, therefore he must have a kind personality, with high sense of guest service, fluent English/Spanish communication (writing and verbal) and work under pressure. The Residence Coordinator needs to have a wide knowledge of the local area, computational skills including systems like Microsoft Office, Opera, SAGA and ALICE, as well as the capacity to type quickly in a professional matter.

Main responsibilities and activities:

• The personal protection equipment must be used in all times within the Resort unless the government authority dictate the contrary
• All Hygiene and Safety measures dictated by local government and Resort must be followed in all times.
• Profiles and guest preferences will be reviewed in Opera from reservation until checking.
• Responsible of review and personalized follow up to reservation prearrival, previous communication handling and controlling properly our guest request, routing to the departments involved.
• Responding to all requisitions by Owners, families, friends and guest who are renting, by email, Messaging Hub or text messages.
• Communicate with providers and restaurants the external Reservations and registered in Guest Itineraries.
• Making a proper Check In of homeowners, family and friends in the Private Home if necessary.
• Follow up the accounts and Open bills of Private Homes.
• To do proper paperwork of Private Homes reservations.
• Comply with the corporate metrics relevant to Guest recognition.
• Comply with One&Only Mandarina regulations, while working in harmonious and professional matter with the coworkers.

• Handling telephone services for the department, according to established telephone etiquette by the company.
• Registration of all the incoming and outgoing phone calls in ALICE system when necessary.
• Acting as a coordination center for host (in case of a rent), Private Dining, Engineering and Housekeeping Supervisors to complete any guest requirements and share relevant information.
• Reporting any guest problems to the departments or colleagues through ALICE system of telephone, to provide a fast and satisfactory response.
• Provide and guarantee the proper follow-up of departmental and guest requests in a timely manner until it is done.
• Deliver to the Host Department (In case of rent) and supervisors, the related information of arrival and organize the distribution of amenities.
• Correctly inform guests about local activities and restaurants in accordance with standards.
• Recommend and schedule restaurant reservations and/or activity bookings for guests based on their needs and expectations.
• Create and send accurate itineraries and information to guests according to their needs and expectations.
• Inform all departments of any pre-arrival requests made by the guest through ALICE system.
• Offer alternatives with the guest’s best interest in mind and aligned with the One&Only brand. Maintain complete knowledge of rates, locations, activities, amenities, and property services with their respective schedules at all times.
• Update and communicate the most current information regarding extension numbers, direct numbers, fax, as well as the names of each department and team member.
• Print all Welcome or Special Celebration amenity cards from F&B as requested by Guest Relations.
• Properly handle the Resort’s emergency procedures.
• Act as the liaison between the Hotel and Doctor when medical assistance is required.
• Always maintain a cooperative and collaborative attitude to ensure the achievement of Private Homes and company objectives and guest satisfaction.
• Be proficient in using ALICE, OPERA, 7Rooms, Business Console, and SAGA systems to ensure effective communication and smooth operations.
• Inform guests about any events in the house, closed areas, fireworks, or any other occurrence that may disrupt their stay.
• Coordinate any third-party amenity services to be delivered to guests.
• Ensure all guest preferences and allergies, as well as amenities, are updated within the guest profile in SAGA, ALICE, and OPERA.
• Manage guests’ personal information through SAGA, ALICE, and OPERA.
• Guarantee efficient communication with your manager and other departments to fulfill any special request or service required by the guest.
• Enter all requests received during the day into ALICE and follow up accordingly, ensuring they are completed on time and accurately.
• Wear the uniform provided properly, following the grooming and uniform standards established by the company.

Main Activities and Responsibilities when Owners are not at home

• Support the Housekeeping team, Supervisors, and Runners when necessary.
• Carefully review pending tasks from the previous day and/or shift and provide appropriate follow-up.
• Perform any department-related task requested by any of the leaders of the Residences department.

About you.

• Age: 25 to 35 years
• Gender: Indistinct
• Education: Bachelor’s degree in Tourism Administration or related field
• Minimum Experience: 2 years in Reservations, Front Desk, and/or Guest Service
• Languages: Advanced reading and writing in English and Spanish
• Experience: Guest Service and/or general knowledge of Concierge duties
• Systems: Proficient in OPERA and ALICE
• Other Competencies: Organized, articulate, multitasking, quick thinker, ability to work under pressure, strong interpersonal skills, analytical, clear tone of voice, positive attitude, and guest 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.