Guest Experience Supervisor — Craft Memorable Stays

Hyatt Hotels Corporation; Ciudad de México; Híbrido; MXN 320.000 - 460.000; Jornada completa

Descripción de la vacante

The Standard, Mexico City is seeking a Guest Experience Supervisor to shape guest stays with warmth and character. You will lead the Guest Experience team, ensure seamless interactions, and coordinate with Front Office, Housekeeping, Food & Beverage, and Concierge to deliver memorable stays.

Fluency in English and Spanish, luxury hospitality experience, and a passion for Mexico City culture are essential. Flexible shifts and a hands-on leadership style are required to keep the operation moving

Formación

• Experience in guest-facing roles in luxury hospitality.
• Ability to connect with guests from diverse backgrounds.
• Fluency in English and Spanish.

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 Experience

Guest Relations

Concierge

Front Office

Leadership

Communication

Problem-Solving

English/Spanish Fluent

Descripción del empleo

The Standard, Mexico City is seeking a Guest Experience Supervisor to shape guest stays with warmth and character. You will lead the Guest Experience team, ensure seamless interactions, and coordinate with Front Office, Housekeeping, Food & Beverage, and Concierge to deliver memorable stays.

Fluency in English and Spanish, luxury hospitality experience, and a passion for Mexico City culture are essential. Flexible shifts and a hands-on leadership style are required to keep the operation moving