At one&only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
cradled on the cusp of the baja peninsula, one&only palmilla is a legendary retreat where the marvels of mexico come to life in ultimate style. The warm mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
about the job
as a host, you are the key ambassador of the resort, acting as the primary point of contact for our guests throughout their stay. Based on forbes standards, you are responsible for cre ating amazing experiences and everlasting memories. You oversee all aspects of the guest experience, from check-in to check-out, ensuring every interaction exceeds expectations and reflects the highest level of luxury service.
about you
you are passionate about delivering exceptional service and take pride in being an ambassador for the resort. You are organized, proactive, and attentive to detail, with excellent interpersonal skills. You anticipate guest needs, create personalized experiences, and thrive in a fast‑paced environment. Your goal is to consistently enhance the guest journey while maintaining professionalism, confidentiality, and seamless collaboration with all departments.
key responsibilities
* serve as the main point of contact for all guest needs during their stay, including reservations, special requests, room orientation, guest laundry, cleaning services, packing/unpacking, and personalized services.
* act as a brand ambassador, representing the resort with a professional and service-oriented attitude in line with forbes and lqa standards.
* anticipate guest needs and create extraordinary experiences that go beyond basic service.
* maintain high standards of hygiene and safety in accordance with local government and resort policies; ensure proper use of ppe.
* inspect arriving guestrooms after housekeeping; ensure rooms and equipment are clean, functional, and ready for guest use.
* coordinate guests’ services such as spa appointments, dining reservations, and activity bookings.
* maintain effective communication with guests via messaging and in-person interactions, providing accurate and timely information.
* offer personalized services such as packing/unpacking, tidying belongings, laundry management, shoe shining, and clothes pressing.
* recognize and celebrate special occasions like birthdays and anniversaries to create memorable guest experiences.
* monitor guest whereabouts and agendas to respond promptly to any last-minute requests.
* resolve guest complaints professionally to ensure complete satisfaction.
* maintain thorough knowledge of all outlets, menus, amenities, and activities, both on-property and offsite.
* coordinate with housekeeping, maintenance, and other departments to ensure timely service delivery.
* conduct pre‑shift briefings under departmental supervision and respond to guest requests within 10 minutes.
* monitor and manage refreshment center requests, including daily fruits, snacks, coffee station setup, and delivery of amenities.
* maintain polite, professional relationships with colleagues and guests, ensuring discretion and confidentiality at all times.
* record lost and found items, follow up on maintenance requests, and ensure guest folios and confirmation letters are delivered promptly.
qualifications & skills
* previous experience in luxury hospitality, guest services, or similar roles preferred.
* strong interpersonal and communication skills.
* exceptional attention to detail and organizational abilities.
* ability to anticipate guest needs and provide personalized service.
* knowledge of hotel systems, in-room amenities, and operational standards.
* commitment to maintaining forbes and lqa service standards.
our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver amazing experiences and everlasting memories.
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