Guest Experience

Mondrian Mexico City Condesa; México; On-site; MXN 240,000 - 360,000; Full time

Job summary

Mondrian Mexico City Condesa busca un/a Guest Experience Agent para crear experiencias excepcionales para huéspedes desde la pre‑llegada hasta la salida. Serás el punto de contacto principal, anticipando necesidades y manteniendo una conexión significativa con cada huésped, reflejando la identidad de Mondrian en cada interacción.

La posición requiere experiencia en lujo, inglés fluido y habilidades de comunicación destacadas.

Qualifications

• Experiencia previa en relaciones con huéspedes o experiencia en Front Office de hoteles de lujo.
• Dominio del inglés escrito y hablado; otros idiomas son una ventaja.

Responsibilities

• Dar la bienvenida a los huéspedes y brindar atención personalizada para una llegada y salida memorables.
• Interaccionar proactivamente para identificar preferencias y superar expectativas.
• Coordinar llegadas VIP, ocasiones especiales y servicios personalizados.
• Mantener comunicaciones regulares con huéspedes durante la estancia y resolver solicitudes.
• Colaborar con Front Office, Housekeeping, F&B y Concierge para un servicio sin fisuras.
• Mantener perfiles de huéspedes actualizados y ofrecer información sobre instalaciones y atracciones.

Skills

Inglés fluido

Comunicación

Trabajo en equipo

Organización

Resolución de problemas

Job description

Descripción del empleo Position Summary

Descripción de la empresa ¿Por qué trabajar para Accor? Somos mucho más que un líder mundial. Te damos la bienvenida tal como eres y puedes encontrar un trabajo una marca que coincida con tu personalidad. Te apoyamos para que crezcas y aprendas cada día, asegurándonos de que el trabajo le dé propósito a tu vida, para que durante tu viaje con nosotros, puedas seguir exporando las posibilidades ilimitadas de Accor. Al unirte a Accor, cada capítulo de tu historia es suyo para escribir y juntos podemos imaginar la hospitallidad del mañana. Descubre la vida que te espera en Accor, visita https://careers.accor.com/ ¡Haz lo que amas, cuida el mundo, atrévete a desafiar el status quo! #BELIMITLESS Descripción del empleo 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.

Requisitos 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.

Información adicional Core Competencies

• Guest-Centric Mindset
• Emotional Intelligence
• Proactive Service & Anticipation
• Communication & Interpersonal Skills
• Problem-Solving & Decision-Making
• Attention to Detail
• Teamwork & Collaboration
• Brand Awareness and Lifestyle Hospitality