Guest Relations & Concierge Coordinator

Responsibilities

• Combine guest relations functions with the concierge role at a PDC five-star property: in the PDC market, the guest relations and concierge functions are often combined in a single role, requiring the professional to manage both issue resolution and proactive experience curation
• Curate the Riviera Maya experience portfolio for the five-star guest: the range includes cenote cave diving (for the guest seeking the authentic experience) to supervised cenote snorkeling tours, Coba ruins with early access before tour groups arrive, Tulum ruins sunset visits, and the specific beach clubs and restaurants on PDC's Quinta Avenida that the concierge personally endorses
• Manage the cenote excursion booking with SEMARNAT awareness: the guest who wants to visit a cenote needs guidance on which sites are conservation-compliant, which allow non-SEMARNAT-certified operators, and which require specific certifications for cave sections — the concierge who guides this decision correctly protects the guest and protects the destination
• Handle complaints with the five-star expectation framework: the PDC five-star guest has paid a premium and expects resolution within the same shift — the guest relations coordinator has the authority and resources to resolve situations at this standard
• Build and maintain the property's VIP guest program for the Riviera Maya luxury market
• Communicate with tour and activity operators to maintain quality control over the experiences recommended to guests

Requirements

• Guest relations and concierge dual-role experience
• English and Spanish bilingual; French or Italian for the PDC European market
• Extensive Riviera Maya cenote, cultural, and culinary knowledge
• SEMARNAT-informed knowledge of cenote access protocols
• Five-star complaint resolution competency

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals
• Fixed monthly + concierge service gratuity
• Career advancement to Guest Relations Manager
• Riviera Maya experience access through the concierge professional network

Work environment

Guest relations and concierge coordinator at a PDC five-star hotel. Dual-function personalized service combining issue resolution and experience curation for the Riviera Maya's sophisticated international guest market.

About the role

The PDC guest relations and concierge officer who recommends the early-morning Cobá climb — 6:30am departure, at the pyramid before the tour groups, clear visibility over the jungle canopy from the top — to the guests who mentioned at check-in that they're interested in history — who books the transport and the guide, and who checks in with the guests at breakfast the day after and hears that it was the best thing of the entire trip — has done something that the property's restaurant, pool, and spa could not have provided. The recommendation is the product. The knowledge behind it is the professional asset.