Guest Relations Officer — Ultra-Luxury Resort

Responsibilities

• Manage the individual guest experience at a Los Cabos ultra-luxury resort: the guest relations officer is assigned to a specific section of the property (villa wing, preferred club floor, or beach suite cluster) and owns the complete experience quality for those guests throughout their stay
• Execute pre-arrival VIP profiling: correspondence with the guest's assistant, travel agent, or direct booking contact to establish preferences, special occasions, dietary requirements, and any specific requests that should be prepared before the guest arrives
• Handle complaint resolution with the full authority of an ultra-luxury service standard: the Los Cabos ultra-luxury guest who experiences a service failure expects immediate personal acknowledgment, a committed resolution timeline, and a compensation gesture that matches the seriousness of the failure — the guest relations officer has the authority and the budget to deliver this without manager approval
• Coordinate the complete Los Cabos experience portfolio: sport fishing charter selection with specific vessel and captain quality guidance, golf course options ranked by the officer's honest assessment, helicopter transfers to San José del Cabo, and the private yacht charter options in the Sea of Cortez that a guest of this profile would actually appreciate
• Manage special occasion execution: the Los Cabos ultra-luxury anniversary dinner on the private terrace with the Sea of Cortez view — specific flowers, specific music, specific lighting — requires the guest relations officer to coordinate with at least 5 departments and 3 external vendors and to verify execution personally before the guest arrives
• Build guest intelligence profiles that become the property's long-term guest relationship asset: the guest who returns to Los Cabos annually and books the same property because they feel genuinely known is the most commercially valuable guest in the resort's portfolio

Requirements

• Guest relations experience at a luxury or ultra-luxury property; Los Cabos or comparable international luxury experience preferred
• English fluency at a professional correspondence level
• Spanish; European language preferred
• VIP and high-profile guest management experience
• Authority and decisiveness in high-stakes complaint resolution

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Housing allowance MXN 2,500/month
• Staff meals
• Service charge allocation
• Career advancement to Guest Relations Manager, Director of Guest Experience, and international luxury property opportunities

Work environment

Guest relations officer at a Los Cabos ultra-luxury resort. Mexico's most demanding and professionally developmental guest experience role, serving the world's highest-spending leisure travelers in the Americas' most prestigious resort corridor.

About the role

The Los Cabos guest relations officer who receives a call at 11pm from a guest who discovered the villa's air conditioning had a fault they didn't notice until bedtime — who is in the villa with maintenance 15 minutes later, who moves the guest to a suite while the repair is made, who returns with a bottle of Domaines Ott rosé and two glasses as an apology, and who has the villa ready and the guest back in their room by 1am — has just managed a situation that could have produced a devastating review and turned it into the story the guest tells their friends about how the property handled it. The 11pm call matters as much as the 11am check-in. The guest relations officer who shows up equally for both is the one whose property has a 97% repeat rate.