Guest Experience Leader - Elevate Stays

Hyatt; Ciudad de México; Presencial; MXN 480.000 - 700.000; Jornada completa

Descripción de la vacante

The Standard, Mexico City is seeking a Guest Experience Supervisor to shape how guests see, feel, and remember their stay in the Tabacalera neighborhood. You’ll lead by example, support the Guest Experience team, and collaborate across the hotel to turn good moments into memorable experiences.

Fluency in English and Spanish, a warm hospitality style, and strong leadership are essential. You’ll welcome VIPs and repeat guests, anticipate needs, and ensure service remains genuine, flexible, and

Formación

• Experience in guest experience, guest relations, concierge, front office, or similar hospitality roles.

Responsabilidades

• 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.

Conocimientos

Guest interactions

Leadership

Communication

Problem solving

Bilingual English/Spanish

Descripción del empleo

The Standard, Mexico City is seeking a Guest Experience Supervisor to shape how guests see, feel, and remember their stay in the Tabacalera neighborhood. You’ll lead by example, support the Guest Experience team, and collaborate across the hotel to turn good moments into memorable experiences.

Fluency in English and Spanish, a warm hospitality style, and strong leadership are essential. You’ll welcome VIPs and repeat guests, anticipate needs, and ensure service remains genuine, flexible, and