Mayordomo (Butler)

Job description

At Fairmont Mayakoba, we create unforgettable experiences through genuine hospitality, personalized attention, and a deep understanding of our guests' preferences. As a Butler, you will play a key role in delivering exceptional, seamless, and highly personalized service throughout the guest journey, ensuring every interaction reflects the luxury standards of Fairmont and Accor. The Butler is responsible for anticipating guest needs, coordinating personalized services, and ensuring that every detail of the guest experience is handled with care, discretion, and professionalism. Through proactive communication and collaboration with other departments, the Butler creates memorable moments that exceed expectations and contribute to guest satisfaction and loyalty. Key Responsibilities Deliver personalized, anticipatory, and intuitive service tailored to each guest's preferences and expectations. Establish professional and genuine relationships with guests, maintaining discretion and confidentiality at all times. Proactively communicate with guests before and throughout their stay to understand preferences, special requests, and individual needs. Coordinate arrivals, departures, in-suite amenities, special occasions, transportation, dining reservations, and other personalized experiences. Conduct or coordinate suite orientations, explaining relevant room features, amenities, and services to enhance the guest experience. Maintain accurate and timely guest preference records, service requests, and follow-up notes in the designated systems. Collaborate seamlessly with Front Office, Housekeeping, In-Room Dining, Concierge, Royal Service, Spa, Food & Beverage, and other operational teams. Follow up on guest requests promptly, ensuring ownership until completion and communicating updates whenever necessary. Recognize service recovery opportunities, respond empathetically to guest concerns, and escalate issues appropriately. Maintain the highest standards of grooming, professional conduct, etiquette, and communication. Ensure compliance with Fairmont, AAA, Forbes, LQA, brand standards, and departmental standard operating procedures. Identify opportunities to surprise and delight guests through thoughtful gestures and personalized recommendations. Protect guest privacy, property assets, and confidential information while ensuring compliance with safety and security procedures. Participate in departmental briefings, training sessions, and continuous improvement initiatives. Perform additional duties as assigned by management to support the smooth operation of the department. Qualifications Experience Previous experience in a Butler, Guest Relations, Concierge, Front Office, or luxury hospitality position. Experience in a luxury hotel or resort is highly desirable. Previous experience handling VIP guests and personalized guest services is an advantage. Technical Skills Strong understanding of luxury hospitality service standards and guest experience principles. Ability to manage multiple requests and prioritize tasks effectively in a fast-paced environment. Familiarity with hotel property management systems and guest preference platforms is an asset. Good organizational skills, attention to detail, and effective follow-up. Knowledge of Forbes Travel Guide and LQA standards is an advantage. Languages Advanced English Additional languages are considered an asset. Core Competencies Guest-centric mindset and genuine passion for hospitality. Strong verbal and written communication skills. Proactive, intuitive, and anticipatory service approach. Excellent interpersonal skills and emotional intelligence. Professional discretion and ability to handle confidential information. Strong teamwork and cross-departmental collaboration. Problem-solving skills and sound judgment in service recovery situations. Flexibility, adaptability, and ability to perform under pressure. Professional grooming, positive attitude, and commitment to continuous learning. Personal Attributes Warm, approachable, and professional demeanor. High level of accountability and ownership. Detail-oriented with a passion for creating memorable guest experiences. Ability to personalize service while respecting individual guest preferences and privacy. Commitment to Fairmont's values and Accor's culture of hospitality. Beneficios para Colaboradores: Únete a nuestro equipo y disfruta de una amplia gama de beneficios exclusivos para colegas, que incluyen upgrades sin costo, estancias extendidas, tarifas preferenciales en Hoteles Fairmont & Raffles alrededor del mundo, descuentos especiales en alimentos, bebidas y bienestar, así como otros privilegios diseñados para enriquecer tu experiencia. En Fairmont creemos en cuidar a nuestro equipo, asegurando que tu dedicación sea recompensada con beneficios excepcionales. Nuestros Valores Respeto: Valoramos las necesidades, ideas e individualidad de los demás. Tratamos a todos con justicia y dignidad. Excelencia: Creamos conexiones genuinas y apreciamos cada oportunidad de hacer que quienes nos rodean se sientan especiales. Pertenencia: Celebramos nuestras diferencias. Nos apoyamos mutuamente y siempre permanecemos unidos. Empoderamiento: Tenemos la autoridad para tomar iniciativa y anticiparnos a los momentos que crean experiencias inolvidables. Integridad: Construimos confianza a través del respeto mutuo y siendo auténticos. Diversidad e Inclusión En Fairmont estamos comprometidos con la creación de un entorno inclusivo donde el talento diverso pueda prosperar. Damos la bienvenida a personas de todos los orígenes para puedan ser parte de nuestro equipo. Fairmont Hotels & Resorts Únete a un equipo dinámico y sé parte de una red de 90 propiedades espectaculares, con 34 más en desarrollo, en 30 países alrededor del mundo. Nuestras propiedades se encuentran desde las playas de Hawái, pasando por los parques nacionales vírgenes de Canadá, hasta el corazón de Londres y los desiertos de los Emiratos Árabes Unidos. Fairmont Mayakoba es un resort de lujo ubicado en la Riviera Maya, México, integrando naturaleza tropical, manglares y playa de arena blanca en un entorno exclusivo. Certificado con el prestigioso distintivo AAA Five Diamond , ofrece 401 elegantes habitaciones y suites, incluidas casitas frente al mar y en laguna, con amenidades de primer nivel. El resort está diseñado con respeto por el entorno natural y la cultura local, ofreciendo un balance entre lujo moderno y ecoturismo en un paradisiaco escenario caribeño Acerca del proceso de postulación: En Fairmont, buscamos impulsar al máximo tu potencial. Poco después de postularte, recibirás un correo electrónico de nuestro socio AssessFirst invitándote a crear un perfil y completar un cuestionario. Este es un paso es indispensable para que tu candidatura sea considerada, ya que nos permite explorar mejor tu compatibilidad con el puesto y con nuestra cultura de excelencia de lujo.