Guest Relations Manager

Park Hyatt; Ciudad de México; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

Park Hyatt Mexico City Polanco aims to redefine ultra-luxury hospitality on a world-class scale. As Guest Relations Manager, you will craft guest journeys, oversee personal touches and VIP recognition, and drive service excellence across all touchpoints.

You will work within the pre-opening team to ensure flawless implementation of standards and processes. You will lead VIP experiences, manage guest recovery, and shape programs that delight discerning travelers while maintaining the brand

Formación

• Luxury hospitality guest relations or front office leadership experience.
• Experience with Forbes Five-Star, Leading Hotels of the World or equivalent luxury environments preferred.
• Pre-opening experience strongly preferred.
• Demonstrated success managing VIP and high-profile guest experiences.
• Ability to work flexible schedules, including weekends and holidays.

Responsabilidades

• Create, implement and oversee exceptional guest experiences reflecting luxury standards.
• Develop guest journey strategies and VIP recognition programs.
• Establish service recovery protocols and personalized experience initiatives.
• Advocate for guest satisfaction and ensure the brand’s service philosophy is upheld.

Conocimientos

Fluent Spanish

Advanced English

VIP guest management

Interpersonal skills

Service orientation

Educación

Bachelor's Degree in Hospitality Management, Tourism or related field

Descripción del empleo

Organization- Park Hyatt Mexico City Polanco

Summary

Join us for an extraordinary opportunity to shape the opening of Park Hyatt Mexico City Polanco, located in the heart of Polanco overlooking Chapultepec Park, where timeless luxury meets contemporary elegance in one of the world’s most vibrant and dynamic destinations.

As Guest Relations Manager you will be responsible for creating, implementing and overseeing exceptional guest experiences that reflect the highest standards of luxury hospitality. As a key member of the pre-opening team, this role will develop guest journey strategies, VIP recognition programs, service recovery protocols, and personalized experience initiatives that support the hotel's positioning as a leading ultra-luxury destination.

The Guest Relations Manager serves as the primary advocate for guest satisfaction, ensuring every interaction embodies the brand's service philosophy and exceeds the expectations of discerning global travelers.

Grounded in our Purpose to Care for People so they can be their Best , the Guest Relations Manager will bring this Purpose to life through meaningful connections with guests and colleagues and through the consistent delivery of the thoughtful, personalized experiences that define Park Hyatt.

Qualifications

• Bachelor's Degree in Hospitality Management, Tourism or related field preferred.
• Minimum 3–5 years of experience in luxury hospitality guest relations or front office leadership.
• Previous experience in Forbes Five-Star, Leading Hotels of the World or equivalent luxury environments.
• Pre-opening experience strongly preferred.
• Demonstrated success managing VIP and high-profile guest experiences.
• Fluent Spanish and Advanced English required; additional languages highly desirable.
• Ability to work flexible schedules, including weekends and holidays.
• Exceptional interpersonal and communication skills.
• High emotional intelligence and service orientation.
• Strong problem-solving and conflict resolution capabilities.
• Ability to manage sensitive and confidential information with discretion.
• Excellent organizational and project management skills.
• Passion for hospitality and a strong commitment to guest satisfaction.