Guest Service Agent Overnight - Front Office

Accor; Ciudad de México; Presencial; MXN 167.000 - 257.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discounts across Ennismore brands

Descripción de la vacante

Hyde is seeking a Guest Service Agent Overnight – Front Office in Mexico City to deliver warm, efficient, and memorable guest experiences from arrival to departure. You will handle check-in, check-out, inquiries, billing, room assignments, and special requests while upholding Hyde’s lifestyle energy.

The ideal candidate is personable, proactive, and passionate about hospitality, with the ability to create genuine connections with guests and support smooth Front Office operations.

Formación

• High school diploma required; degree or studies in Hospitality, Tourism, Business Administration, or related field preferred.
• Minimum 6 months to 1 year of experience in Front Desk, Guest Services, Reservations, Concierge, or other guest-facing hospitality role.
• Experience in lifestyle, luxury, upscale, boutique, or high-volume hotels is preferred.
• Advanced English required; additional languages are a plus.

Responsabilidades

• Welcome guests with warmth and genuine hospitality upon arrival.
• Perform check-in and check-out procedures efficiently and in accordance with hotel standards.
• Assign rooms according to availability, guest preferences, and special requests.
• Handle guest inquiries, requests, complaints, and concerns with professionalism and a service recovery mindset.
• Provide information about hotel outlets, events, services, and local experiences.
• Process payments, charges, and cashier procedures accurately.
• Maintain updated guest profiles and notes in the PMS.
• Coordinate with Housekeeping on room status and special needs.
• Communicate with other departments to follow up on guest requests.
• Support VIP arrivals and personalized guest experiences.
• Promote hotel outlets, events, loyalty programs, and upselling opportunities.
• Monitor guest needs and follow up for timely resolutions.
• Maintain a clean and organized Front Desk area aligned with Hyde’s image.

Conocimientos

Guest services

Communication

Attention to detail

Teamwork

Advanced English

Educación

High school diploma

Hospitality/Tourism/Business Admin degree

Herramientas

Opera

Opera Cloud

Descripción del empleo

Company Description

Hyde is embracing an evolved brand identity that is all about a festival vibe with music at its core. Hyde perfectly balances an elevated bohemian-chic aesthetic with a youthful, laidback ambience. Hyde is all about the freedom and personal discovery that comes with great music, time with friends and connecting with something bigger.

Job Description

The Guest Service Agent Overnight – Front Office is responsible for delivering a warm, efficient, and memorable guest experience from arrival to departure. This role handles check-in, check-out, guest inquiries, billing, room assignments, and special requests while ensuring every interaction reflects Hyde’s lifestyle spirit, energy, and service standards.

The ideal candidate is personable, detail-oriented, proactive, and passionate about hospitality, with the ability to create genuine connections with guests and support a smooth Front Office operation.

Duties & Functions

• Welcome guests with warmth, confidence, and genuine hospitality upon arrival.


• Perform check-in and check-out procedures efficiently, accurately, and in accordance with hotel standards.


• Assign rooms according to availability, guest preferences, special requests, and operational priorities.


• Handle guest inquiries, requests, complaints, and concerns with professionalism and a service recovery mindset.


• Provide information about the hotel, outlets, events, services, amenities, transportation, and local experiences.


• Process payments, guarantees, charges, adjustments, invoices, and cashier procedures accurately.


• Maintain updated guest profiles, preferences, notes, traces, and special requests in the PMS.


• Coordinate with Housekeeping regarding room status, early arrivals, late check-outs, room changes, and special needs.


• Communicate effectively with Guest Services, Concierge, Engineering, Security, Reservations, and Food & Beverage to follow up on guest requests.


• Support VIP arrivals, special occasions, repeat guests, groups, and personalized guest experiences.


• Promote hotel outlets, events, experiences, loyalty programs, and upselling opportunities when appropriate.


• Monitor and respond to guest needs during their stay, ensuring timely follow-up and positive resolution.


• Maintain the Front Desk, lobby, and guest contact areas clean, organized, and aligned with Hyde’s image and vibe.


• Ensure proper shift handover, logbook updates, pending follow-up, and communication between shifts.


• Handle lost and found reports, incidents, emergencies, and guest situations according to hotel procedures.


• Follow safety, security, privacy, cash handling, and data protection guidelines.


• Maintain a professional appearance, positive attitude, and polished communication at all times.


• Support team members and contribute to a collaborative, energetic, and service-driven work environment.


• Comply with all internal policies, operating procedures, service standards, and brand guidelines.

Qualifications

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that they can perform the essential functions of the position, with or without reasonable accommodation.

• High school diploma required; degree or studies in Hospitality, Tourism, Business Administration, or a related field preferred.


• Minimum 6 months to 1 year of experience in Front Desk, Guest Services, Reservations, Concierge, or another guest-facing hospitality role.


• Experience in lifestyle, luxury, upscale, boutique, or high-volume hotels is preferred.


• Advanced English required; additional languages are a plus.


• Knowledge of check-in, check-out, room assignment, guest billing, cashiering, and Front Desk procedures.


• Knowledge of hotel PMS systems; experience with Opera, Opera Cloud, or similar systems is highly desirable.


• Strong guest service orientation and ability to create genuine connections with guests.


• Excellent communication skills, both verbal and written.


• Ability to handle guest complaints and sensitive situations with empathy, professionalism, and good judgment.


• Strong attention to detail, organization, and follow-up skills.


• Ability to work under pressure in a fast-paced and dynamic environment.


• Positive attitude, flexibility, and willingness to support different operational needs.


• Professional presence, grooming, and body language aligned with Hyde standards.


• Ability to work as part of a team and collaborate with different departments.


• Basic knowledge of Mexico City restaurants, attractions, mobility, nightlife, and local experiences is a plus.


• Availability to work overnight shifts, weekends and holidays as required by the operation.


• Genuine interest in lifestyle hospitality, music, culture, creative service, and social guest experiences.

Additional Information

What's in it for you...

• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.


• The chance to challenge the norm and work in an environment that is both creative and rewarding.


• Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.


• A competitive package and plenty of opportunity for development.


• Discounts across the entire Ennismore family of brands.