Front Desk Agent

AccorHotel; Ciudad de México; Presencial; MXN 201.000 - 268.000; Jornada completa

Descripción de la vacante

Mondrian Mexico City Condesa is seeking a Front Desk Agent to deliver exceptional, personalized service at a luxury property. You will manage check-ins/outs, guest requests, and VIP recognition, upholding Mondrian standards and LQA requirements.

The role requires fluent English and Spanish, strong communication, and a proactive, guest-focused approach in a fast-paced environment. Rotation shifts including weekends and holidays are possible.

Formación

• High school diploma required; Hospitality studies preferred.
• Previous experience in Front Office within a luxury hotel.
• Proficiency in Opera Cloud PMS or similar Property Management Systems.
• Fluent English and Spanish (spoken and written).
• Excellent communication and interpersonal skills.
• Strong attention to detail and organizational abilities.
• Ability to multitask and perform effectively in a fast-paced environment.
• Strong problem-solving skills and guest-focused mindset.
• Availability to work rotating shifts, weekends, and holidays.

Responsabilidades

• Welcome every guest with warmth, professionalism, and genuine hospitality, following LQA luxury service standards.
• Deliver seamless check-in and check-out experiences while anticipating guest needs.
• Recognize returning and VIP guests, personalizing interactions whenever possible.
• Respond promptly and professionally to guest requests, inquiries, and concerns, ensuring timely resolution and follow-up.
• Promote hotel services, restaurants, amenities, events, and local attractions to enhance the guest experience.
• Handle guest feedback and service recovery with empathy, professionalism, and ownership.
• Process arrivals, departures, room changes, extensions, and billing accurately using Opera Cloud PMS.
• Verify reservations, payment methods, identification, and guest profiles.
• Maintain accurate guest records and ensure all information is updated in Opera Cloud.
• Balance cash, credit card transactions, and daily reports according to hotel procedures.
• Coordinate effectively with Housekeeping, Engineering, Concierge, Security, and Food & Beverage to ensure smooth operations.
• Maintain complete knowledge of room categories, rates, packages, promotions, and hotel policies.
• Follow all safety, security, confidentiality, and emergency procedures.

Conocimientos

Customer service

Luxury hospitality

Multitasking

Bilingual English/Spanish

Educación

High school diploma

Herramientas

Opera Cloud PMS

Descripción del empleo

In the Heart of La Condesa

Perfectly situated at the crossroads of two of Mexico City's most vibrant and culturally rich neighborhoods, Mondrian Mexico City Condesa invites guests to experience vibrant energy, captivating design, and a truly immersive spirit.

Surrounded by art galleries, lively parks, and an ever-evolving culinary scene, the hotel captures the city's creative soul through dynamic spaces, local character, and an unparalleled cultural atmosphere.

Housed within the architectural masterpiece of renowned architect José Luis Benlliure, a striking mural by Ara Starck sets the tone in each of the hotel's 183 guest rooms and suites—offering a glimpse of the discoveries that await while serving as a captivating focal point amid serene, contemporary interiors.

Our Front Desk Agent is responsible for delivering exceptional, personalized, and memorable guest experiences by ensuring efficient front desk operations in accordance with Mondrian standards, LQA service expectations, and company policies. This position serves as the primary point of contact for guests throughout their stay, creating positive first and last impressions while maintaining the highest standards of luxury hospitality.

Key Responsibilities

• Welcome every guest with warmth, professionalism, and genuine hospitality, following LQA luxury service standards.
• Deliver seamless check-in and check-out experiences while anticipating guest needs.
• Recognize returning and VIP guests, personalizing interactions whenever possible.
• Respond promptly and professionally to guest requests, inquiries, and concerns, ensuring timely resolution and follow-up.
• Promote hotel services, restaurants, amenities, events, and local attractions to enhance the guest experience.
• Handle guest feedback and service recovery with empathy, professionalism, and ownership.
• Process arrivals, departures, room changes, extensions, and billing accurately using Opera Cloud PMS.
• Verify reservations, payment methods, identification, and guest profiles.
• Maintain accurate guest records and ensure all information is updated in Opera Cloud.
• Balance cash, credit card transactions, and daily reports according to hotel procedures.
• Coordinate effectively with Housekeeping, Engineering, Concierge, Security, and Food & Beverage to ensure smooth operations.
• Maintain complete knowledge of room categories, rates, packages, promotions, and hotel policies.
• Follow all safety, security, confidentiality, and emergency procedures.

Quality & Brand Standards

• Consistently comply with Mondrian brand standards and LQA requirements.
• Maintain a professional appearance and uphold luxury hospitality etiquette.
• Ensure the Front Desk area remains organized, clean, and welcoming at all times.
• Participate in departmental meetings, training sessions, and continuous improvement initiatives.
• Support colleagues and contribute to a positive and collaborative work environment.

Qualifications

• High school diploma required; Hospitality or Tourism studies preferred.
• Previous experience in Front Office within a luxury or lifestyle hotel preferred.
• Proficiency in Opera Cloud PMS or similar Property Management Systems.
• Fluent English and Spanish (spoken and written).
• Excellent communication and interpersonal skills.
• Strong attention to detail and organizational abilities.
• Ability to multitask and perform effectively in a fast-paced environment.
• Strong problem-solving skills and guest-focused mindset.
• Availability to work rotating shifts, weekends, and holidays.

Core Competencies

• Luxury Hospitality Mindset
• Effective Communication
• Attention to Detail
• Problem Solving
• Time Management
• Professionalism
• Integrity