Front Office Guest Experience Leader

Hilton; México; Híbrido; MXN 420.000 - 540.000; Jornada completa

Descripción de la vacante

Hilton in Mexico is seeking a Guest Service - Manager to oversee daily front office operations and guest services teams, ensuring outstanding service. You will manage check-in and check-out processes and resolve guest concerns to uphold Hilton standards.

The role requires strong leadership, effective communication, and proficiency with PMS. You’ll work flexible hours, supervise front desk agents, and aim to elevate guest satisfaction and VIP experiences through coaching and teamwork.

Formación

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills with a guest-centric approach.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Proficiency in hotel property management systems (PMS).

Responsabilidades

• Lead daily front office operations: guest service, registration, room inventory, and policy adherence.
• Monitor and elevate service: track guest satisfaction and guide improvements.
• Support revenue initiatives: promote hotel services and up-selling to drive occupancy.
• Facilitate team knowledge: provide regular updates and training on hotel offerings.
• Delight our guests: welcome guests, respond to inquiries, resolve concerns promptly.
• Oversee VIP guest experience: review VIP reservations for a seamless stay.
• Inspire and develop the team: coach staff and foster a positive work environment.

Conocimientos

Front office mgmt

Team leadership

Guest service

Communication

PMS proficiency

English proficiency

Herramientas

PMS software

Descripción del empleo

Hilton in Mexico is seeking a Guest Service - Manager to oversee daily front office operations and guest services teams, ensuring outstanding service. You will manage check-in and check-out processes and resolve guest concerns to uphold Hilton standards.

The role requires strong leadership, effective communication, and proficiency with PMS. You’ll work flexible hours, supervise front desk agents, and aim to elevate guest satisfaction and VIP experiences through coaching and teamwork.