Guest Relations Officer — Boutique Eco-Resort

Responsibilities

• Manage the guest experience quality at a boutique eco-luxury Riviera Maya property: with 20–50 rooms, the guest relations officer knows every current guest by name and manages issues with the personal attention that distinguishes boutique service from large resort operations
• Handle complaint resolution with ecological context: the eco-property guest chose the property for its environmental values — when a complaint relates to the ecological constraints of the property (limited air conditioning, biodegradable products, solar power limitations), the guest relations response must acknowledge the inconvenience while reinforcing the property's ecological commitment with genuine conviction rather than defensive justification
• Coordinate VIP arrival management for the boutique market: the PDC boutique luxury VIP is often a media professional, travel blogger, or high-net-worth individual who was referred by a specific person — the guest relations officer manages their experience from pre-arrival communication to departure review follow-up
• Manage multilingual guest communication: French, German, and Italian guests from the European market bring different communication styles and expectations — the guest relations officer adapts their resolution approach per the cultural context
• Coordinate environmental experience integration into the guest's stay: the eco-property guest expects to learn about the property's ecological commitments — the guest relations officer explains the property's certifications, water conservation program, and SEMARNAT compliance not as a legal disclosure but as a feature of the guest experience
• Handle online review management for a boutique property where each review carries more weight than at a large resort

Requirements

• Guest relations or front office experience; boutique hotel experience preferred
• English fluency; Spanish native; French, German, or Italian a significant advantage for the PDC European market
• Ecological values alignment — authentic, not performed
• Multilingual conflict resolution competency
• Boutique property personal service orientation

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meals
• Service gratuity
• Fixed monthly salary
• Career development in the Riviera Maya boutique luxury market

Work environment

Guest relations officer at a boutique eco-luxury Playa del Carmen / Riviera Maya property. Multilingual, ecology-integrated guest experience management for the Riviera Maya's sophisticated international market.

About the role

The PDC eco-resort guest relations officer who handles a complaint from a French guest about the solar power limitation window between 11pm and 5am — who listens completely, who explains the cenote-adjacent groundwater protection zone that makes diesel generation the most ecologically damaging option in this context, who arranges a complimentary sunset cenote visit the following evening as a gesture of care — has just converted an ecological inconvenience complaint into a guest whose review explains the property's power system to 2,000 future guests as a feature rather than a flaw. The explanation only works if the guest relations officer believes it. The guest always knows whether they do.