Prearrival Concierge Agent

About the role

As a Prearrival Concierge Agent you will be the first point of contact for guests before they arrive at our luxury resort in Puerto Vallarta. You will personalize each stay, answer questions, and recommend exclusive experiences that enhance the guest journey.

Key responsibilities

• Contact guests via phone, email and messaging platforms prior to arrival.
• Confirm reservation details and tailor itineraries to individual preferences.
• Coordinate special requests with Front Desk, Concierge and Reservations teams.
• Recommend and sell optional resort services such as airport transfers, spa treatments, culinary plans, tours and celebrations.
• Identify upsell opportunities and suggest upgrades that improve the guest experience.
• Maintain accurate guest profiles and reservation information.
• Resolve pre‑arrival inquiries and deliver exceptional customer service from the first interaction.

Required profile

• Passion for delivering memorable guest experiences.
• Sales‑oriented mindset with natural product recommendation ability.
• Strong written and spoken communication skills in English and Spanish.
• Excellent organization, attention to detail and multitasking capability.
• Experience in hospitality, reservations, call‑center or sales environments is preferred.

Required skills

What we offer

• Opportunity to work with a luxury hospitality brand.
• Blend of customer service and consultative sales.
• Interaction with international guests.
• Professional growth, performance incentives and a collaborative team environment.