Guest Experience Lead — Luxury Boutique Hotel

Hyatt Hotels Corporation; Ciudad de México; On-site; MXN 350,000 - 520,000; Full time

Job summary

The Standard, Mexico City is seeking a Guest Experience Supervisor to shape how guests see, feel, and remember their stay with us. You will lead the Guest Experience team across the hotel, driving personal, attentive service that remains distinctly The Standard.

Knowledge of Mexico City and its neighborhoods will help you offer tailored recommendations, while your English and Spanish fluency will ensure seamless communication with an international clientele and VIP guests.

Qualifications

• Experience in Guest Experience, Guest Relations, Concierge, Front Office, or similar hospitality role.
• Experience in a luxury lifestyle hotel, boutique hotel, or high-energy hospitality environment.
• Natural ability to connect with people from different backgrounds and cultures.
• Strong communication, leadership, and problem-solving skills.
• Excellent judgment and ability to remain composed in unexpected situations.
• Fluency in English and Spanish; ability to engage with an international clientele.

Responsibilities

• Supervise the daily operation of the Guest Experience team.
• Create warm, engaging, and personalized interactions throughout the guest journey.
• Anticipate guest needs and identify opportunities to make each stay more memorable.
• Welcome and connect with VIPs, repeat guests, long-stay guests, and special occasions.
• Share thoughtful recommendations that help guests experience Mexico City beyond the hotel.
• Handle guest feedback and service recovery with confidence, empathy, and good judgment.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other hotel teams.
• Ensure guest preferences, requests, and important information are communicated and followed through.
• Monitor guest feedback and identify trends or opportunities to elevate the experience.
• Support the training, coaching, and development of Guest Experience colleagues.
• Ensure the team delivers service that is consistent, genuine, and never overly scripted.
• Assist with VIP planning, special moments, hotel activations, and guest-facing experiences.
• Maintain accurate records, shift handovers, and relevant guest experience reports.
• Step in as a leader on duty when needed and help keep the operation moving smoothly.

Skills

Guest Experience

Leadership

Communication

Problem Solving

Customer Service

English & Spanish

Job description

The Standard, Mexico City is seeking a Guest Experience Supervisor to shape how guests see, feel, and remember their stay with us. You will lead the Guest Experience team across the hotel, driving personal, attentive service that remains distinctly The Standard.

Knowledge of Mexico City and its neighborhoods will help you offer tailored recommendations, while your English and Spanish fluency will ensure seamless communication with an international clientele and VIP guests.