Front Desk & Guest relations Assistant Manager
(19965)
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
The Front Desk/Guest Relations Assistant Manager is responsible for supporting the Guest Relations Manager in leading the daily operations of the Front Desk and Guest Relations departments, ensuring exceptional service standards and seamless guest experiences from pre-arrival through departure. This role plays a key part in delivering personalized luxury hospitality experiences aligned with Forbes Travel Guide, LQA, and One&Only Palmilla standards.
The Assistant Manager oversees front desk and guest relations operations, villa guest experiences, VIP arrivals, and service recovery, while ensuring smooth interdepartmental communication and operational excellence. This position is expected to lead by example, inspire the team, and maintain the highest levels of professionalism, attention to detail, and genuine hospitality to consistently exceed guest expectations.
About You
The ideal candidate is a passionate and service-driven hospitality professional with strong leadership skills and a genuine commitment to luxury guest experiences. You possess excellent communication and organizational abilities, thrive in a fast-paced environment, and have a proactive approach to problem-solving and service recovery.
You are highly detail-oriented, adaptable, and capable of managing multiple priorities while maintaining exceptional standards. With a strong understanding of Front Desk and Guest Relations operations, you are confident leading teams, handling VIP guests, and creating memorable personalized experiences. You demonstrate professionalism, emotional intelligence, discretion, and the ability to foster positive relationships with both guests and colleagues.
Key Responsibilities
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Assist the Guest Relations Manager in overseeing the daily operations of the Reception and Guest Relations departments.
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Supervise and lead Front Desk and Guest Relations operations to ensure smooth arrivals, departures, guest requests, and overall service efficiency.
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Coordinate VIP arrivals, villa pre-arrival arrangements, personalized amenities, and special celebrations while ensuring flawless execution.
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Manage villa guest operations, ensuring seamless check-in/check-out experiences, in-villa services, amenities, and privacy standards.
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Support the development and implementation of guest experience strategies aligned with resort standards, Forbes Travel Guide, LQA, and One&Only Palmilla standards.
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Monitor and analyze guest feedback through ReviewPro, surveys, and direct guest comments, implementing service improvements and corrective actions when necessary.
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Handle guest concerns and service recovery professionally, ensuring prompt resolution and guest satisfaction.
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Assist with team training, coaching, scheduling, and daily operational follow-up to maintain high service performance.
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Support the Guest Relations Manager and assume leadership responsibilities in their absence when required.
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Assist with administrative tasks related to Front Desk and Guest Relations operations, including reports, logs, and daily handovers.
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Monitor daily arrivals, departures, room status, traces, and guest profiles to ensure personalized and seamless experiences.
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Ensure accurate handling of billing procedures, cash discrepancies, cashiering controls, and front desk documentation.
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Maintain complete knowledge of resort facilities, villa categories, experiences, and services to provide accurate information and recommendations to guests.
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Foster a culture of luxury hospitality, teamwork, professionalism, and continuous improvement within the department.
Requirements
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Minimum 2–3 years of experience in Front Desk, Guest Relations, or Rooms Division leadership roles within a luxury hotel or resort environment.
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Previous experience managing VIP and villa guest experiences preferred.
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Strong knowledge of luxury hospitality standards, including Forbes Travel Guide and LQA.
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Excellent verbal and written communication skills in English and Spanish.
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Strong leadership, organizational, and problem-solving skills.
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Ability to work under pressure while maintaining professionalism and attention to detail.
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Knowledge of Opera PMS and Microsoft Office preferred.
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Flexible schedule and availability to work weekends and holidays as required
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.
