Guest Experience

Ennismore; Chihuahua; On-site; MXN 300,000 - 420,000; Full time

Job summary

Mondrian is seeking a Guest Experience Agent to create exceptional, personalized experiences for guests throughout their stay. You will engage with guests, anticipate needs, and coordinate VIP arrivals and bespoke experiences while upholding Mondrian's luxury service standards.

This role requires fluent English, strong communication, and the ability to collaborate across departments to ensure seamless service and memorable moments for guests in a luxury setting.

Qualifications

• Previous experience in guest relations or luxury hospitality.
• Fluent English; additional languages are a plus.
• Strong communication and relationship-building skills.
• Organized, proactive, detail-oriented and capable of multitasking.

Responsibilities

• Welcome guests warmly and provide personalized attention.
• Identify guest preferences and anticipate needs.
• Coordinate VIP arrivals and special occasions.
• Maintain guest profiles and update information in the hotel system.
• Handle inquiries, feedback, and complaints professionally.
• Collaborate with Front Office, Housekeeping, F&B, Concierge and others.
• Provide recommendations on facilities, dining, local attractions.
• Monitor guest satisfaction and share insights with management.

Skills

Fluent English

Excellent communication

Interpersonal skills

Organizational skills

Multitasking

Hospitality standards

Guest-centric mindset

Brand alignment

Job description

Position Summary

The Guest Experience Agent is responsible for creating exceptional, personalized, and memorable experiences for guests throughout their entire journey, from pre-arrival to departure. This role serves as a key point of contact, anticipating guest needs, building meaningful connections, and ensuring every interaction reflects Mondrian's distinctive lifestyle, personality, and service standards.

Key Responsibilities

Welcome guests warmly and provide personalized attention, ensuring a seamless and memorable arrival and departure experience.

Proactively engage with guests to identify their preferences, anticipate needs, and create opportunities to exceed expectations.

Coordinate and oversee VIP arrivals, special occasions, personalized amenities, and bespoke guest experiences.

Maintain regular communication with guests throughout their stay, ensuring requests and expectations are consistently met.

Handle guest inquiries, feedback, and complaints with professionalism, empathy, and effective problem-solving, following through until resolution.

Collaborate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless service delivery.

Maintain accurate and updated guest profiles, preferences, special requests, and relevant information in the hotel management system.

Provide recommendations and personalized information about hotel facilities, dining experiences, lifestyle offerings, local attractions, and cultural activities.

Monitor guest satisfaction and online feedback, identifying service opportunities and communicating relevant insights to management.

Identify opportunities to personalize experiences, create memorable moments, and build guest loyalty.

Ensure all guest interactions reflect Mondrian's brand identity, service philosophy, and quality standards.

Follow established procedures regarding guest privacy, confidentiality, and handling of sensitive information.

Support the coordination of guest engagement initiatives, special events, and in-house experiences.

Requirements & Qualifications

Previous experience in Guest Relations, Guest Experience, Front Office, or a similar position within luxury or lifestyle hospitality.

Fluent English, both written and spoken; additional languages are an advantage.

Excellent communication, interpersonal, and relationship-building skills.

Strong service recovery, conflict resolution, and problem-solving abilities.

Highly organized, proactive, detail-oriented, and capable of multitasking.

Strong knowledge of luxury hospitality standards and guest service excellence.

Ability to work collaboratively across departments and adapt to a dynamic environment.

Genuine passion for hospitality, guest engagement, and creating memorable experiences.

Core Competencies

Guest-Centric Mindset

Communication & Interpersonal Skills

Problem-Solving & Decision-Making

Attention to Detail

Brand Awareness and Lifestyle Hospitality