Guest Relations Officer & Cultural Concierge

Responsibilities

• Manage the guest experience quality at a Guadalajara five-star or boutique hotel: the business traveler market requires efficient resolution and urban logistics support; the cultural traveler market requires deep knowledge of Guadalajara's heritage, artisan, and culinary scene
• Coordinate Guadalajara's cultural experience portfolio: Tlaquepaque artisan market timing (morning on weekday for trade-level access), the Tequila Valley distillery visits that distinguish genuine production experiences from tourist facilities, the historic center's Degollado Theater and Instituto Cultural Cabañas UNESCO mural programming, and the Lago de Chapala day trip for the guest seeking a slower Jalisco experience
• Handle business traveler logistics: the Guadalajara business district (Andares, Puerta de Hierro, Santa Anita) is geographically spread — the guest relations officer provides accurate guidance on traffic patterns and transfer timing for business appointments across the metro area
• Manage complaints with the Guadalajara hotel's service standards: room quality, food and beverage issues, and the noise management concerns that arise in a city where mariachi culture and late-night social activity are normal — resolving late-night noise complaints from guests who did not anticipate the Tapatío social context requires cultural empathy as well as operational response
• Coordinate special dining reservations for the Guadalajara culinary scene: the Birriera La Chata for authentic Guadalajaran breakfast birria, the specific upscale Mexican cuisine restaurants in Colonia Americana that the food-motivated guest will value — the officer's culinary knowledge is as important as any other local expertise
• Build the property's VIP program for the Guadalajara corporate travel market: companies based in Guadalajara (Cemex suppliers, multinational branches, technology sector companies) generate repeat business travel to the city's five-star hotels

Requirements

• Guest relations or concierge experience
• English and Spanish bilingual
• Deep Guadalajara local knowledge: Tequila Valley, Tlaquepaque, colonial center, culinary scene
• Business hotel operational efficiency
• Jalisco cultural fluency — the charreada, mariachi, tequila, and Tapatío social customs are professional knowledge in this market

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals
• Fixed monthly salary
• Career development in Guadalajara's growing luxury hotel and conference market

Work environment

Guest relations officer and cultural concierge at a Guadalajara five-star or boutique hotel. Business efficiency and cultural depth curation for the Tapatío capital's domestic and international hotel guests.

About the role

The Guadalajara guest relations officer who handles a business traveler from Madrid who has two free afternoons before their Wednesday meetings — who recommends the Tequila Valley distillery visit on Monday (with the specific family producer, not the large industrial tour), the Tlaquepaque furniture and ceramic market on Tuesday morning, and a table at one of Colonia Americana's best restaurants for Tuesday evening — who books all three without being asked — has used the 5 minutes of check-in conversation to build a Guadalajara program that the Madrid executive will discuss with their colleagues when they return. The concierge who listens at check-in is building the itinerary in real time.