Guest Experience

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

Job summary

Mondrian in Mexico City seeks a Guest Experience Agent to create exceptional, personalized experiences from pre-arrival to departure. You will anticipate guest needs, build meaningful connections, and ensure interactions reflect Mondrian's lifestyle and service standards.

You will collaborate with multiple departments to deliver seamless service, maintain guest profiles, and provide insider recommendations for local dining, culture, and activities, while upholding privacy and confidentiality.

Qualifications

• Fluent English (written and spoken) is required.
• Excellent communication and interpersonal skills.
• Highly organized, proactive and detail oriented.

Responsibilities

• Welcome guests with warmth and personalized attention.
• Identify guest preferences and anticipate needs to exceed expectations.
• Coordinate VIP arrivals, special occasions and bespoke experiences.
• Maintain regular guest communication throughout the stay.
• Handle inquiries, feedback and resolution with professionalism.
• Collaborate with Front Office, Housekeeping, F&B and Concierge to ensure seamless service.
• Update and maintain guest profiles and preferences in the PMS.
• Provide information about facilities, dining, local attractions and experiences.
• Monitor guest satisfaction and feedback to identify service opportunities.
• Personalize experiences to build guest loyalty and reflect brand standards.

Skills

Fluent English

Communication skills

Organizational skills

Guest relations

Multitasking

Brand knowledge

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