Front Office Supervisor - Openning Mama Shelter Mexico City

Mama Shelter; Ciudad de México; Presencial; MXN 201.000 - 335.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Bilingual English/Spanish

Team leadership

Guest relations

PMS software

Organizational skills

Descripción del empleo

• Full-time
• Job-Category: Rooms
• Job Type: Permanent
• Job Schedule: Full-Time

Company Description

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.

Job Description

Job Overview:

As a Front Office Supervisor at Mama Shelter, you are the conductor of the front-of-house orchestra. You lead by example, supporting the Front Desk team to deliver an unforgettable, warm, and effortless arrival and departure experience. You blend operational excellence with Mama's signature playful personality, ensuring that every guest feels like they are staying at a cool friend's home rather than a traditional hotel.

Key Responsibilities:

Team Leadership & Mentoring: Supervise, train, and motivate the Front Desk Agents, fostering a collaborative, energetic, and high-performing team culture.

Guest Relations: Be the go-to person for complex guest requests or service recovery. Handle escalations with empathy, creativity, and a proactive solution-driven mindset.

Operational Flow: Ensure smooth daily operations at the front desk, overseeing check-ins/check-outs, room allocations, VIP arrivals, and cash management/night audit reconciliations.

Cross-Departmental Collaboration: Work hand-in-hand with Housekeeping, Maintenance, and Food & Beverage to ensure seamless communication regarding room readiness and special guest preferences.

Performance & Quality Control: Monitor service standards, track guest feedback (reviews and surveys), and assist the Front Office Manager in scheduling and administrative tasks.

Brand Ambassador: Live and breathe the Mama culture - bringing high energy, authenticity, and a welcoming spirit to the lobby every single day.

Qualifications

Qualifications & Skills:

Previous experience as a Front Desk Supervisor or Senior Agent in a lifestyle, boutique, or design-led hotel.

Fully bilingual (English and Spanish; extra languages are always a plus).

Strong leadership skills with a natural ability to coach and inspire others.

Proficiency in hotel PMS software and excellent organizational skills under pressure.