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Resort Assistant Manager, Valet 
(21553)

 

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 Manager on Duty plays a critical leadership role in ensuring the seamless day to day operation of the resort and delivering exceptional ultra-luxury guest experiences at all times. This position serves as a key point of contact for guests and colleagues, providing operational oversight, immediate problem resolution, and support across all Front of House and Rooms Division functions. 

Working closely with multiple departments, the Manager on Duty ensures service standards, operational procedures, and guest experience expectations are consistently executed with excellence. This role requires strong leadership, professionalism, attention to detail, and the ability to make decisions in a fast paced luxury hospitality environment. 

The Manager on Duty is responsible for overseeing guest arrivals and departures, Porte Cochere operations, room assignments, VIP experiences, guest recovery processes, and coordination between departments to ensure smooth operations throughout the resort. This role also supports team development, operational audits, training, payroll administration, and compliance with company policies and ultra-luxury standards. 

 

About You 

  • Minimum 3–5 years of experience in luxury hospitality operations, Front Office, Guest Services, or Rooms Division leadership roles.  

  • Strong understanding of ultra-luxury service standards and guest experience management.  

  • Excellent leadership, communication, and interpersonal skills.  

  • Ability to remain calm, professional, and solution-oriented under pressure.  

  • Strong organizational skills with attention to detail and sense of urgency.  

  • Experience handling guest recovery situations and resolving complaints effectively.  

  • Knowledge of Opera PMS and other hospitality systems preferred.  

  • Ability to lead and motivate teams while maintaining high service standards.  

  • Excellent verbal and written communication skills in English; additional languages are considered an asset.  

  • Flexible schedule availability, including weekends, holidays, and evening shifts.  

  • Professional presentation and impeccable grooming standards aligned with luxury hospitality expectations.  

  • Strong decision-making skills and operational awareness across multiple departments.  

  • Passion for hospitality, teamwork, and creating memorable guest experiences. 

 

Key Responsibilities 

  • Ensure exceptional guest experiences by maintaining ultra-luxury service standards throughout the resort.  

  • Act as the main point of contact for guest concerns, ensuring immediate follow-up and resolution to avoid escalation.  

  • Oversee daily Front of House and Rooms Division operations, including Reception, Concierge, Porte Cochere, and guest arrivals/departures.  

  • Conduct daily line-ups and communicate operational updates and priorities with the team.  

  • Monitor and ensure compliance with grooming, punctuality, and service standards.  

  • Coordinate room assignments, special requests, upgrades, room changes, early departures, and extensions.  

  • Supervise Porte Cochere operations, traffic flow, transportation logistics, and external visits.  

  • Ensure VIP guests receive personalized attention and seamless experiences throughout their stay.  

  • Monitor guest satisfaction platforms such as ReviewPro, ALICE, and internal guest feedback systems.  

  • Handle guest complaints professionally and complete required Guest Incident Reports (GIRs).  

  • Ensure operational readiness including terminals, radios, tablets, and team supplies.  

  • Support payroll administration, scheduling, vacation tracking, and attendance management.  

  • Participate in recruitment, interviews, onboarding, and talent development initiatives.  

  • Create, maintain, and implement SOPs and operational practices to ensure consistency and proper training.  

  • Attend group pre-convention meetings and coordinate operational requirements.  

  • Ensure compliance with Lost & Found procedures, resort policies, and safety standards.  

  • Collaborate closely with all resort departments to ensure timely completion of guest and operational requests.  

  • Support restaurant and activity reservation oversight managed by Reception and Concierge teams.  

  • Maintain flexibility to support operational needs and additional responsibilities as required by management.  

Skills, Experience & Educational Requirements 

  • Proficient in MS Office, ALICE and Micros Opera.  
  • Exceptional communication and interpersonal skills.  
  • Qualified financial analyst with billing knowledge.  
  • Strong decision-making skills and operational judgment. 
  • Critical thinker and a remarkable problem solver.  
  • Excellent project management skills.  
  • Excellent communication, organizational, and problem-solving abilities. 
  • Previous experience as Manager on Duty, Front Office Manager, Assistant Front Office Manager, or similar operational leadership role preferred.  
  • Advanced English proficiency required; additional languages are considered an asset.  
  • Strong knowledge of luxury hotel operations, guest relations, and service recovery processes. 

 

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.


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