Guest Relations Officer — Eco-Luxury Boutique

Responsibilities

• Manage the guest experience quality at a Tulum eco-luxury property: the boutique scale (10–40 rooms) means the guest relations officer is a known individual to every guest on the property — the role is personal and relationship-based from day one of each guest's stay
• Navigate eco-luxury complaint resolution with genuine conviction: the most common categories of guest friction in Tulum are power limitations (solar properties with overnight gaps), insect presence (a jungle or beach adjacent environment), biodegradable product performance (organic shampoos vs. conventional), and wifi quality (deliberately limited in many digital detox properties) — the guest relations officer resolves these with authentic ecological context rather than compensation-only responses
• Coordinate the Tulum cenote and ecological experience portfolio: SEMARNAT-compliant cenote access, Tulum Marine Reserve snorkeling with approved operators, cave diving certification requirement guidance, and the specific cenote sites that the Tulum local community recommends versus the ones that are overtouristed
• Manage wellness retreat integration for guests who arrived as part of a structured program: the guest on a 7-day yoga retreat has specific needs that overlap with guest relations — schedule coordination, wellness diet requirements, and the emotional support awareness that the Tulum wellness guest occasionally needs
• Monitor online review channels for Tulum's highly active social media guest base: the Tulum guest is more likely than any other Mexican resort market to share experiences in real time — the guest relations officer monitors and responds to this content as part of the reputation management function
• Handle post-stay follow-up with the Tulum market's return guest potential: Tulum builds fierce loyalty in the guest who has the experience they came for — the guest relations officer's follow-up is an investment in a guest who will return every year

Requirements

• Hospitality experience; boutique or eco-property guest relations preferred
• English fluency; European language strongly preferred
• Personal alignment with ecological values — the Tulum guest base is discerning and quickly identifies inauthentic eco-presentation
• Wellness culture awareness
• Tulum cenote and SEMARNAT ecological knowledge

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Housing support in Tulum
• Staff meals from the property's kitchen
• Service gratuity
• Access to the property's wellness programming during off-hours
• Career development in Tulum's globally recognized boutique luxury market

Work environment

Guest relations officer at a Tulum eco-luxury boutique property. Values-aligned, relationship-based guest experience management for the world's most sophisticated alternative luxury traveler.

About the role

The Tulum guest relations officer who handles the complaint from the guest in Villa 3 who is upset about the mosquitoes near the cenote — who doesn't offer a spray can of DEET (the property's ecological commitment prohibits synthetic pesticides near the cenote) — who instead acknowledges the inconvenience, explains the property's citronella and neem alternative, moves the guest's outdoor dining time 30 minutes earlier to avoid the dusk peak, and follows up the next evening to confirm — has just managed a conflict between the guest's comfort expectations and the property's ecological identity without compromising either. That is the Tulum guest relations professional's specific and irreplaceable skill.