Luxury Standards Specialist - Rooms Division

Descripción del empleo

The 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

Requisitos

• 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.

Información adicional

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.

Para más información: auberge.com

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