Front Desk Supervisor

Hyatt Hotels Corporation; Ciudad de México; On-site; MXN 360,000 - 520,000; Full time

Job summary

Hyatt Hotels Corporation in Mexico City is seeking a Front Desk Supervisor to lead the Front Office team and deliver memorable guest experiences. The role requires a passion for hospitality, strong operational mindset, and leadership by example.

You will supervise daily desk operations, coordinate with Housekeeping and Guest Services, and provide personalized service to VIP guests while coaching team members for continuous improvement.

Qualifications

• Supervisory experience in Front Office operations.
• Experience with Opera PMS or similar PMS.
• Fluent in English and Spanish.
• Strong organizational skills.
• Customer-focused hospitality mindset.

Responsibilities

• Supervise daily Front Desk operations and guest accounts.
• Coordinate with other departments to ensure smooth operations.
• Provide VIP and special guest services.
• Coach and motivate Front Desk team.
• Handle guest concerns with empathy and resolve issues.
• Oversee shift handovers and daily closing reports.
• Support upselling initiatives to boost revenue.
• Ensure adherence to policies and audit requirements.

Skills

Front desk supervision

Guest service excellence

Front office operations

Bilingual: English/Spanish

Tools

Opera PMS

Job description

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"Hyatt is a place of learning – similar to a university. The company offers so many ways for me to learn and grow, both professionally and personally."

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. We're searching for someone with a natural passion for hospitality, a strong operational mindset, and the confidence to lead by example. This role is essential in ensuring seamless daily operations, supporting the Front Desk team, and creating personalized experiences that reflect the unique spirit of The Standard.

The Opportunity

At The Standard, we believe the arrival experience sets the tone for everything that follows. We're looking for a hospitality professional who understands that efficiency and warmth should always go hand in hand. Someone who can navigate the busy pace of hotel operations while remaining calm, approachable, and focused on creating genuine connections with our guests. As a Front Desk Supervisor, you'll be a visible leader, a problem solver, and a trusted resource for both guests and team members throughout the day.

What You'll Do

• Supervise daily Front Desk operations, ensuring smooth and accurate check-in, check-out, and guest account management processes.
• 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 closely with Housekeeping, Guest Services, Bell Services, and Night Audit teams to maintain operational flow.
• Provide personalized service to VIPs, returning guests, and guests requiring special attention.
• Resolve guest concerns and operational challenges with sound judgment, empathy, and a service recovery mindset.
• Serve as a visible ambassador of The Standard's hospitality culture and service philosophy.
• Lead, support, and motivate Front Desk Agents throughout the shift while fostering teamwork and accountability.
• Provide real-time coaching and continuous feedback to enhance service delivery and operational performance.
• Support onboarding and operational training for new team members.
• Escalate significant guest or operational concerns to the Front Office Manager when necessary.
• Oversee daily closing procedures and collaborate with Night Audit to ensure accurate reporting and compliance.
• Monitor cash handling, financial transactions, billing adjustments, no-shows, cancellations, and open folios.
• Ensure adherence to hotel policies, payment procedures, audit requirements, and operational standards.
• Support upselling initiatives and encourage the team to identify opportunities that enhance the guest experience while driving revenue.
• Prepare and communicate operational shift reports to ensure smooth handovers between teams.

Qualifications

What You'll Bring

• 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.

If you're ready to create unforgettable first impressions, lead with confidence, and help shape extraordinary guest experiences from the moment they arrive, we'd love to hear from you.

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