Front Desk Lead – Luxury Hospitality & Guest Experience

Hyatt; Ciudad de México; Vor Ort; MXN 320.000 - 440.000; Vollzeit

Zusammenfassung

The Standard, Mexico City arrives in the historic Tabacalera neighborhood with character, color, and a signature wink. With 206 guestrooms, 27 branded residences, vibrant dining destinations, and a rooftop overlooking the Monumento a la Revolución, we're bringing our unmistakable energy to Latin America.

We're looking for a Front Desk Supervisor to help lead the rhythm of our Front Office operation while delivering memorable guest experiences at every touchpoint.

Qualifikationen

• Previous supervisory experience within Front Office operations, preferably in luxury hospitality, lifestyle hotels, or service-driven environments.
• Strong understanding of Front Desk procedures, guest service standards, and hotel operations.
• Experience working with Opera PMS or similar property management systems.
• Excellent problem-solving and decision-making skills in fast-paced environments.
• Strong organizational abilities and attention to detail.
• Confidence managing guest concerns and service recovery situations with professionalism and empathy.
• Fluency in English and Spanish with exceptional communication skills.
• Natural leadership skills with the ability to inspire, coach, and develop team members.
• A dynamic, personable, and guest-focused approach that feels right at home at The Standard.

Aufgaben

• Supervise daily Front Desk operations, ensuring smooth and accurate check-in, check-out, and guest account management.
• Monitor arrivals, departures, room readiness, VIP guests, and special requests to maintain an exceptional guest journey.
• Ensure room assignments are aligned with guest preferences, stay history, special occasions, and VIP status.
• Coordinate with Housekeeping, Guest Services, Bell Services, and Night Audit for seamless operations.
• Provide personalized service to VIPs, returning guests, and guests needing special attention.
• Resolve guest concerns and operational challenges with sound judgment and empathy.
• Serve as a visible ambassador of The Standard's hospitality culture and service philosophy.
• Lead, support, and motivate Front Desk Agents and foster teamwork.
• Provide real-time coaching and feedback to enhance service delivery and performance.
• Support onboarding and training for new team members.
• Escalate significant concerns to Front Office Manager when needed.
• Oversee daily closing procedures and work with Night Audit for accurate reporting.
• Monitor cash handling, transactions, and open folios; ensure policy compliance.
• Support upselling initiatives to enhance guest experience and revenue.
• Prepare operational shift reports for smooth handovers.

Kenntnisse

Supervisory experience

Luxury hospitality

Front desk ops

Guest service standards

Bilingual English/Spanish

Tools

Opera PMS

Jobbeschreibung

The Standard, Mexico City arrives in the historic Tabacalera neighborhood with character, color, and a signature wink. With 206 guestrooms, 27 branded residences, vibrant dining destinations, and a rooftop overlooking the Monumento a la Revolución, we're bringing our unmistakable energy to Latin America.

We're looking for a Front Desk Supervisor to help lead the rhythm of our Front Office operation while delivering memorable guest experiences at every touchpoint.