Guest Experience Lead — Front Office

Ennismore; Ciudad de México; Híbrido; MXN 279.000 - 424.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discounts across Ennismore brands

Career development opportunities

Descripción de la vacante

Ennismore’s Hyde brand in Mexico City is seeking a Front Office Supervisor to oversee daily front desk operations, ensuring warm, efficient arrivals, stays, and departures in line with Hyde’s service standards.

You will lead the team during shifts, handle VIP guests, coordinate with Housekeeping and other departments, and promote a culture of authentic hospitality while maintaining brand guidelines and safety procedures.

Formación

• Degree in Hospitality, Tourism, Business Administration, Hotel Management or related field.
• 1–2 years of Front Office, Reception, Guest Services or similar guest-facing experience.
• Prior supervisory experience in lifestyle, luxury, upscale, boutique, or high-volume hotels is desirable.
• Advanced English; additional languages are a plus.
• Solid knowledge of check-in/out, billing, and front desk procedures; Opera or similar systems preferred.

Responsabilidades

• Supervise daily Front Office operations including check-in, check-out, room assignment, billing, and guest assistance.
• Ensure smooth, warm, efficient arrivals and departures in line with Hyde service standards.
• Coordinate Front Office team during shifts, assign tasks, set priorities, and follow up on items.
• Apply welcome standards, service language, grooming, body language, and guest experience guidelines consistently.
• Support handling VIP guests, special arrivals, groups, celebrations, and personalized requests.
• Resolve guest complaints and issues with sound judgment and service recovery mindset.
• Collaborate with Housekeeping, Guest Services, Engineering, Security, Reservations, and F&B on guest requests.
• Review room availability, assignments, early arrivals, late check-outs, upgrades, and blocks.
• Ensure guest profiles and notes are updated in the system; manage payments and financial controls.
• Leadership: train, coach, and provide feedback to Front Office team; promote collaborative culture.

Conocimientos

Advanced English

Team leadership

Guest services

Problem solving

Attention to detail

Communication

Educación

Degree in Hospitality / Tourism / Business Administration / Hotel Management

Herramientas

Opera PMS

Descripción del empleo

Ennismore’s Hyde brand in Mexico City is seeking a Front Office Supervisor to oversee daily front desk operations, ensuring warm, efficient arrivals, stays, and departures in line with Hyde’s service standards.

You will lead the team during shifts, handle VIP guests, coordinate with Housekeeping and other departments, and promote a culture of authentic hospitality while maintaining brand guidelines and safety procedures.