Front Office Manager | Opening Mama Shelter Mexico City

Xapply; Ciudad de México; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Mama Shelter Mexico City is seeking a dynamic Front Office Head to lead our reception team and deliver unforgettable guest experiences. You will recruit, train, and coordinate staff, ensuring personalized service from welcome to departure, while driving sales and occupancy across the hotel.

As a senior leader, you will collaborate with management to optimize operations, report on performance, and maintain a vibrant, guest‑centric culture in a fast‑paced, urban setting.

Formación

• Proven leadership in hotel front office management.
• Experience driving sales and occupancy.
• Strong customer service orientation.

Responsabilidades

• Recruit, train and lead the Front Office team.
• Coordinate daily operations to ensure a warm, personalized guest welcome.
• Drive sales and optimize occupancy through proactive promotions.
• Manage guest issues and liaise with management to resolve escalations.

Conocimientos

Leadership

Staff development

Sales driven

Customer service

Herramientas

Opera Cloud

PowerPoint

Excel

Descripción del empleo

Founded in 2008 by Serge Trigano and his sons Jérémie and Benjamin (co‑founders of Club Med), Mama Shelter is a creator of living spaces and a daily director!

These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price.

More than just rooms and restaurants, Mama Shelter is a dynamic, a vibe: they are true urban refuges, not only aesthetically pleasing and modern but also popular, welcoming and sexy.

Whatever your role, we're all here to make the customer experience as unforgettable as possible.

Our mission: to bring little moments of happiness to people.

Our growth has enabled us to offer our teams great career paths through internal development and international mobility, and it's not a question of diplomas or years of experience.

Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021.

And now, Mama Shelter is making its big debut in Mexico bringing its rebel spirit and unapologetic fun to La Roma. Mexico City is about to get the Mama treatment, sociable, inclusive, and never too serious. When life gets boring, run to Mama.

Ennismore is a creative hospitality company with a global collective of entrepreneurial and founder‑built brands with purpose at their heart. Made up of three business units, comprising 17 brands; 180+ operating hotels and resorts, with over 90 iconic venues, and over 300 restaurants and bars. Ennismore puts innovation at the centre of everything it does, with four dedicated in‑house specialist studios, a creative studio of interior and graphic designers; a digital product and tech innovation lab, and a partnerships and collaborations unit. Ennismore is committed to positively impacting the world, with a key focus on creating inclusive communities among its teams and in the places it calls home.

THE MISSION?

Our customers and the reception team are in good hands with you.

Just like Mama, you ensure that each welcome and interactions are personalized and warm, not just at the beginning, but maintained at all times of the day.

You recruit, train, lead & coordinate the Front Office team in addition to taking on many responsibilities.

As head of department, you are the direct spokesperson and create the link between the staff, your team and Management.

You are in charge of managing & solving customer issues and complaints in order to retain our customers.

Involved in the marketing of Mama services, you inspire the promotion of our shop (sale and merchandising of products), the restaurant and our events.

The customer experience must be perfect and you guarantee it.

MADE FOR YOU? ONLY IF…

• Your leadership is natural & effective; everyone knows that when Mama is not there, the children will play, but Mama can count on you!

• You know how to identify talents and develop them; red chair and buzzer: it's your turn!

• You know how to mobilize the necessary resources (Human, Financial & Administrative) to succeed in your mission.

• You know how to drive sales, without turning into the Wolf of Wall Street.

• With excellent customer relations, you never run out of resources when faced with a customer situation.

• You know how to manage pressure and stress; Master Yoda taught you everything…

• Confidentiality is important to you: what happens to Mama stays with Mama.

• You know how to use the right tools to report to your management: your PowerPoint presentations and your Excel tables make people so jealous!

• You get your hands dirty and think that leading by example is the key to success.

• You know how to optimize sales and occupancy: 100% OBJECTIVE!

• True teacher, you like to transmit your knowledge and develop the young Padawans into Jedi.

YOUR LITTLE EXTRAS

• For you The Shining is not only a horror movie but above all, a film about a hotel.

• You are a real leader, and you know how to motivate your team!

• You master Opera Cloud

• Unbeatable at Monopoly you know how to put the right price at the right time!
• When you say you’ll deliver, you always follow through
• You take time to know your guests, creating lasting impressions
• Your energy lifts everyone around you, making work a joy

We’re sure you know the beat

1st verse

We set up a first telephone interview with our HR if your application moves to our rhythm.

Chorus

After the successful telephone interview, we will see you at Mama, be ready! (chorus x2 depending on the position)

Last verse

Mama won’t leave you wondering; you will have an answer from us whatever the outcome.