Guest Experience Agent — Reservations, VIP Service & Upsell

Hyatt; Ciudad de México; On-site; MXN 156,000 - 234,000; Full time

Job summary

The Standard, Mexico City is seeking a Guest Service Agent to be the first voice in guest journeys, manage reservations, and deliver personalized experiences from a distance when needed.

Ideal candidates have experience in reservations, front desk, or call centers, fluent English and Spanish, and familiarity with Opera PMS; you will collaborate with Front Desk and Housekeeping to ensure seamless stays.

Qualifications

• Experience in reservations, guest services, call centers, or Front Office.
• Strong communication skills with telephone and written interactions.
• Experience with Opera PMS or similar systems preferred.
• Ability to manage multiple priorities with attention to detail.

Responsibilities

• Manage individual reservations with accuracy and a guest-centric approach.
• Provide personalized guidance on room categories, rates, policies, packages, and amenities.
• Identify upselling opportunities to enhance guest experience and revenue.
• Create, modify, and cancel reservations while maintaining complete guest profiles.
• Record guest requests and preferences accurately and follow up as needed.
• Deliver warm, professional phone support and guest communications.
• Collaborate with Front Desk, Guest Experience, and other departments to ensure seamless stays.

Skills

Reservations experience

Guest communication

Bilingual EN/ES

Opera PMS knowledge

Upselling mindset

Job description

The Standard, Mexico City is seeking a Guest Service Agent to be the first voice in guest journeys, manage reservations, and deliver personalized experiences from a distance when needed.

Ideal candidates have experience in reservations, front desk, or call centers, fluent English and Spanish, and familiarity with Opera PMS; you will collaborate with Front Desk and Housekeeping to ensure seamless stays.