VALIZE Cloakroom is a boutique luggage and personal-item holding service created for travelers who want to move freely without being tied to their belongings. Positioned between hospitality, travel utility, and discreet luxury service, VALIZE provides secure short-term care for luggage, bags, garments, purchases, and specialty items in a refined, design-forward environment.
The Customer Experience Lead oversees the daily VALIZE operation and ensures every customer interaction, item-handling procedure, and team behavior reflects the brand’s premium service standard. This role supports the attendants on shift, manages service flow, resolves customer issues, maintains custody accuracy, and helps keep the space operating cleanly, securely, and consistently.
This is a hands-on leadership role. The Customer Experience Lead should be comfortable working actively in the operation by supporting check-ins and releases, coaching staff in real time, handling escalations, and protecting both the customer experience and the operational integrity of the business.
Role Title: Customer Experience Lead
Location: Zona Romántica, Puerto Vallarta
Schedule: Full-time / Operations
Compensation: $18,000–$22,000 MXN per month, depending on experience
Preferred Availability: Weekends, evenings, holidays, and peak travel periods
Language Requirement: Spanish and English required
Work Authorization: Must be legally authorized to work in Mexico
About the Role
As Customer Experience Lead, you are responsible for making sure VALIZE runs with precision, calm, and polish. You will oversee the front-of-house experience, support the cloakroom attendants, monitor item custody procedures, maintain POS accuracy, and ensure that every customer receives clear, confident, and elevated service.
This role requires strong judgment. Customers are trusting VALIZE with their belongings, and the business depends on accuracy, accountability, and discretion. You will be expected to understand the full service process, identify gaps before they become problems, and keep the team aligned to the brand’s expectations.
The right candidate has hospitality instincts, operational discipline, and enough leadership presence to set the tone for a small team. They should be outgoing, organized, commercially aware, and comfortable serving international travelers in both English and Spanish.
Key Responsibilities
- Oversee daily VALIZE operations during assigned shifts.
- Support and coach Cloakroom Attendants in delivering polished, consistent, and accurate service.
- Ensure proper check-in, tagging, storage, claim verification, and item-release procedures are followed at all times.
- Monitor POS transactions, customer records, item counts, claim information, and shift-close accuracy.
- Resolve customer questions, complaints, delays, special handling needs, or service issues with professionalism.
- Maintain custody integrity for all luggage and personal items in VALIZE care.
- Keep the front space, podium, changing room, restroom, storage area, signage, and customer-facing details clean, organized, and brand-ready.
- Assist with opening, closing, shift handoff, daily reporting, and operational checklists.
- Support light sales and promotional activity, including natural conversations with nearby travelers, local partners, and walk-in customers.
- Identify service patterns, operational friction, staffing needs, customer feedback, and opportunities for improvement.
- Train new attendants on customer service standards, POS procedures, item handling, claim verification, and brand presentation.
- Escalate security concerns, damaged items, irregular claims, policy issues, or operational risks to management.
- Represent VALIZE with discretion, confidence, and consistency.
Ideal Candidate
- Fluent or highly conversational in both English and Spanish.
- Has experience in hospitality, concierge, front desk, retail management, tourism, guest services, luggage handling, premium service, or customer-facing operations.
- Has prior supervisory, team lead, shift lead, or assistant manager experience.
- Comfortable leading a small team while still participating directly in service.
- Highly organized, punctual, trustworthy, and detail-oriented.
- Understands that custody-based service requires precision and documentation.
- Able to remain calm and professional during busy periods or customer escalations.
- Strong personal presentation and awareness of premium service expectations.
- Comfortable using POS systems, phones, tablets, scanners, checklists, and digital operating tools.
- Commercially aware, with the ability to promote the service naturally and help convert interest into sales.
- Available for weekends, evenings, holidays, and high-demand travel periods.
- Lives locally in Puerto Vallarta or has reliable transportation to Zona Romántica.
- Preferred Experience
- Hotel front desk, concierge, boutique hospitality, retail supervisor, spa reception lead, restaurant host lead, tourism operations, airport service, luggage handling, coworking operations, or premium customer-service experience.
- Experience working with American, Canadian, and international travelers is strongly preferred.
- Sales, promotional, or local partnership experience is a plus.
Physical Requirements
- Ability to stand for extended periods.
- Ability to lift, move, and organize luggage and personal items safely.
- Ability to support the team during high-volume check-in and pickup periods.
- Ability to maintain a clean, orderly, and visually presentable environment throughout the day.
Compensation
Pay range: $18,000–$22,000 MXN per month, based on experience, English fluency, availability, leadership ability, and hospitality background.
A developing candidate may be considered at $16,000–$18,000 MXN/month with a performance review after the first 60–90 days.
A highly qualified candidate with strong bilingual service experience, proven leadership, and reliable operational ownership may be considered at the top of the range.
Why Join VALIZE
VALIZE is a new premium service concept in Puerto Vallarta, designed to give travelers more freedom, ease, and usable time in the city. This is an opportunity to help shape the daily standard of an early-stage brand with a distinct point of view, high-touch service model, and room for growth.
This role is best for someone who wants more than a standard supervisor position. It is for someone who enjoys people, understands trust-based service, can lead by example, and wants to help build a new category in the travel and hospitality market.