Guest Relations Officer

Responsibilities

• Manage the guest experience quality at a Puerto Vallarta resort hotel: conduct daily guest rounds, identify emerging issues, and resolve complaints with the warmth and directness that characterizes PVR's hospitality culture
• Curate the PVR experience portfolio: catamaran snorkel tours to Los Arcos, whale watching excursion booking during the December–March humpback season, Marietas Islands biosphere reserve access (permit requirement management), Zona Romántica restaurant recommendations, Malecon gallery walk coordination
• Handle complaint resolution with the PVR resort's service standard: room upgrades, complimentary excursion bookings, dining credits, and spa packages are the primary resolution tools — the officer has the authority and the empathy to deploy these appropriately
• Coordinate special occasions: the PVR beach destination wedding, anniversary dinner with a Banderas Bay sunset view, birthday arrangements in the suite, and the mariachi serenade for a special occasion — all organized through the guest relations officer
• Manage the whale watching season concierge demand December–March: this is the property's peak request period for marine excursion bookings — the guest relations officer manages the demand volume with a pre-qualified list of vessel operators and a booking system that gives their guests priority access
• Manage the hurricane season communication: the June–October period requires honest, calm communication with guests about tropical system monitoring and the property's contingency protocols — the guest relations officer is the communication face of the property's weather response

Requirements

• Guest relations or front office experience in a resort environment
• English and Spanish bilingual
• Puerto Vallarta local knowledge — especially whale watching operators, Marietas Islands access requirements, and Zona Romántica cultural scene
• Warm, direct resolution style that matches PVR's hospitality personality
• Banderas Bay marine excursion booking competency

Benefits

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

Work environment

Guest relations officer at a Puerto Vallarta resort. Warm, culturally engaged guest experience management with Banderas Bay marine experience curation as the property's signature concierge product.

About the role

The PVR guest relations officer who identifies on check-in that the couple in room 217 mentioned Banderas Bay whale watching in their booking comments — who has a humpback season excursion on a highly regarded vessel booked for them by 3pm on day one — who leaves a note in their room that says "whale watching arranged for tomorrow morning — departing 8am from the marina; I've confirmed the marine naturalist guide will be on board" — has done the move that turns a guest mention into a concrete experience before the guest even thought to ask. That is the PVR guest relations officer's professional signature.