Front Office Supervisor - Lead Guest Relations & Team Energy

Accor; Ciudad de México; On-site; MXN 201,000 - 335,000; Full time

Job summary

Mama Shelter is seeking a Front Office Supervisor for its Mexico City property. You will lead the Front Desk team, ensuring warm, effortless arrivals and departures with Mama’s playful personality. The role blends operational excellence with a guest-centric approach in a boutique hotel setting.

You will coach and mentor Agents, manage guest requests and escalations, coordinate with Housekeeping and F&B, and uphold brand standards to deliver unforgettable stays.

Qualifications

• Experience as Front Desk Supervisor or Senior Agent in a boutique hotel.
• Fully bilingual English and Spanish.
• Strong leadership and coaching ability.
• Proficient in hotel PMS software and staying organized under pressure.

Responsibilities

• Supervise, train, and motivate Front Desk Agents to foster a high-performing team.
• Handle guest requests, escalations, and service recovery with empathy and initiative.
• Oversee check-ins/check-outs, room allocations, VIP arrivals, and cash handling.
• Collaborate with Housekeeping, Maintenance, and F&B for smooth operations.
• Monitor service standards, collect guest feedback, and support scheduling tasks.
• Act as brand ambassador, embodying Mama culture in the lobby daily.

Skills

Bilingual English/Spanish

Team leadership

Guest relations

PMS software

Organizational skills

Job description

Mama Shelter is seeking a Front Office Supervisor for its Mexico City property. You will lead the Front Desk team, ensuring warm, effortless arrivals and departures with Mama’s playful personality. The role blends operational excellence with a guest-centric approach in a boutique hotel setting.

You will coach and mentor Agents, manage guest requests and escalations, coordinate with Housekeeping and F&B, and uphold brand standards to deliver unforgettable stays.