Guest Experience Leader — Luxury Hotel (Mexico City)

Hyatt Hotels Corporation; Ciudad de México; Sur place; MXN 300 000 - 420 000; Plein temps

Résumé du poste

The Standard, Mexico City is seeking a Guest Experience Supervisor to shape how guests see, feel, and remember a stay. You will lead by example, support the Guest Experience team, and collaborate across hotel departments to craft effortless, personal experiences in vibrant Mexico City.

Ideal candidates bring experience in guest relations, strong leadership, and a genuine passion for hospitality and Mexican culture. Fluency in English and Spanish is expected for our international clientele.

Qualifications

• Previous experience in Guest Experience, Guest Relations, Concierge, Front Office, or a similar hospitality role.
• Experience in a luxury lifestyle hotel, boutique hotel, or high-energy hospitality environment.
• Fluency in English and Spanish, with the ability to confidently engage with an international clientele.

Responsabilités

• 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.

Connaissances

Guest Experience

Guest Relations

Concierge

Front Office

Hospitality

Description du poste

The Standard, Mexico City is seeking a Guest Experience Supervisor to shape how guests see, feel, and remember a stay. You will lead by example, support the Guest Experience team, and collaborate across hotel departments to craft effortless, personal experiences in vibrant Mexico City.

Ideal candidates bring experience in guest relations, strong leadership, and a genuine passion for hospitality and Mexican culture. Fluency in English and Spanish is expected for our international clientele.