Esperanza está situado en la comunidad residencial privada de Punta Ballena, cerca de Cabo San Lucas. El complejo de cinco estrellas cuenta con 59 habitaciones tipo casita y 96 amplias villas de uno a cuatro dormitorios con vistas al mar y a los jardines que ofrecen a los huéspedes una experiencia de lujo descalzo impregnada del espíritu de Baja California. Además, el complejo cuenta con seis restaurantes, entre ellos el emblemático Cocina del Mar, frente al mar, con íntimas terrazas al aire libre sobre la orilla del mar, The Spa at Esperanza, cuatro impresionantes piscinas, pistas de tenis, acceso a campos de golf de primera categoría, un club infantil, un programa de servicio completo para mascotas y un menú Auberge Adventures de experiencias terrestres y marinas exclusivas de Cabo.
Descripción del empleoThe Rooms Division Luxury Standards Specialist is responsible for elevating the guest experience by designing and delivering creative, on-the-floor training programs across Housekeeping, Front Office, Concierge, and Reservations. This hands-on leader brings the Auberge service philosophy to life by coaching teams on Authentic Connections, Removing Obstacles, and Creating the Unexpected, while aligning with guests Five-Star expectations in service and current luxury hospitality trends. Working closely with departmental leaders and the Quality Manager, the Trainer identifies service gaps, leads personalized training sessions, and builds a culture of excellence through storytelling, emotional intelligence, and operational knowledge.
Key Responsibilities:
Service Training
- Design and facilitate tailored training focused on AU service standards and values, luxury guest engagement, luxury guest expectations, and brand storytelling.
- Conduct live, floor-based coaching sessions during high-impact moments (check-in/out, turndown, guest arrivals, etc.).
- Provide hands-on guidance in guest room inspections, arrival/departure experience,communications etiquette, and internal communication.
Cross-Departmental Collaboration
- Partner closely with leaders in Housekeeping, Front Office, Concierge, and Reservations to align on service expectations and training priorities.
- Coordinate with the Quality Manager to analyze audits, guest feedback, and service trends to define training needs and departmental goals.
- Join rallies and collaborate with Managers to deliver targeted service refreshers.
Creative & Experiential Learning
- Develop engaging training formats such as roleplays, walk & talks, service simulations, coaching cards, and mini challenges, develop new games,etc.
- Bring luxury service to life with examples, storytelling, and scenario-based learning tied to real guest profiles and feedback.
- Support onboarding of new team members with an inspiring, operations-based orientation.
Service Audits & Continuous Improvement
- Observe and evaluate real-time service to reinforce key behaviors and identify training opportunities.
- Assist in internal quality audits with focus on AU standards, service delivery and guest perception.
- Track coaching efforts and follow up on team progress and behavioral changes.
Key Competencies:
- Deep understanding of guest psychology and emotional engagement
- Hands-on coaching style with flexibility and adaptability
- Creativity in training formats and delivery methods
- Strong collaboration with leaders and cross-functional teams
- Continuous learner, tuned into global luxury trends
- 6+ years of experience in luxury hotel operations in managerial/executive positions, with direct roles in at least three of the following: Front Office, Housekeeping,
- Concierge,PBX,Guest Recognition,Reservations is a plus. Housekeeping and Front Office are a must.
- Strong knowledge of Five-Star standards and luxury guest experience best practices.
- Proven ability to design and deliver creative, on-the-floor training and coaching.
- Passionate about service, detail-oriented, and highly collaborative.
- Excellent facilitation, communication, and interpersonal skills.
- Bilingual (English/Spanish) is a must.
Auberge Collection es un portafolio de hoteles, resorts, residencias y clubes privados extraordinarios. Aunque cada propiedad es única, todas comparten un enfoque artesanal hacia el lujo y transmiten el alma del destino a través de un diseño cautivador, una gastronomía excepcional, spas innovadores y un servicio amable pero discreto. Con 30 hoteles y resorts únicos en su tipo, Auberge invita a sus huéspedes a crear historias inolvidables en algunos de los destinos más deseados del mundo.
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Skills Required
- 6+ years of experience in luxury hotel operations in managerial or executive positions
- Direct experience in at least three relevant departments, including Housekeeping and Front Office; Concierge, PBX, Guest Recognition, and Reservations are relevant
- Strong knowledge of five-star standards and luxury guest experience best practices
- Proven ability to design and deliver creative, on-the-floor training and coaching
- Excellent facilitation, communication, and interpersonal skills
- Bilingual English and Spanish proficiency
- Passion for service, attention to detail, collaboration, adaptability, and creativity
What We Do
Auberge Collection is a portfolio of extraordinary hotels, resorts, safaris, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. Spanning three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.
