Luxury Front Desk Agent – VIP Guest Experience

AccorHotel; Ciudad de México; Presencial; MXN 201.000 - 268.000; Jornada completa

Descripción de la vacante

Mondrian Mexico City Condesa is seeking a Front Desk Agent to deliver exceptional, personalized service at a luxury property. You will manage check-ins/outs, guest requests, and VIP recognition, upholding Mondrian standards and LQA requirements.

The role requires fluent English and Spanish, strong communication, and a proactive, guest-focused approach in a fast-paced environment. Rotation shifts including weekends and holidays are possible.

Formación

• High school diploma required; Hospitality studies preferred.
• Previous experience in Front Office within a luxury hotel.
• Proficiency in Opera Cloud PMS or similar Property Management Systems.
• Fluent English and Spanish (spoken and written).
• Excellent communication and interpersonal skills.
• Strong attention to detail and organizational abilities.
• Ability to multitask and perform effectively in a fast-paced environment.
• Strong problem-solving skills and guest-focused mindset.
• Availability to work rotating shifts, weekends, and holidays.

Responsabilidades

• Welcome every guest with warmth, professionalism, and genuine hospitality, following LQA luxury service standards.
• Deliver seamless check-in and check-out experiences while anticipating guest needs.
• Recognize returning and VIP guests, personalizing interactions whenever possible.
• Respond promptly and professionally to guest requests, inquiries, and concerns, ensuring timely resolution and follow-up.
• Promote hotel services, restaurants, amenities, events, and local attractions to enhance the guest experience.
• Handle guest feedback and service recovery with empathy, professionalism, and ownership.
• Process arrivals, departures, room changes, extensions, and billing accurately using Opera Cloud PMS.
• Verify reservations, payment methods, identification, and guest profiles.
• Maintain accurate guest records and ensure all information is updated in Opera Cloud.
• Balance cash, credit card transactions, and daily reports according to hotel procedures.
• Coordinate effectively with Housekeeping, Engineering, Concierge, Security, and Food & Beverage to ensure smooth operations.
• Maintain complete knowledge of room categories, rates, packages, promotions, and hotel policies.
• Follow all safety, security, confidentiality, and emergency procedures.

Conocimientos

Customer service

Luxury hospitality

Multitasking

Bilingual English/Spanish

Educación

High school diploma

Herramientas

Opera Cloud PMS

Descripción del empleo

Mondrian Mexico City Condesa is seeking a Front Desk Agent to deliver exceptional, personalized service at a luxury property. You will manage check-ins/outs, guest requests, and VIP recognition, upholding Mondrian standards and LQA requirements.

The role requires fluent English and Spanish, strong communication, and a proactive, guest-focused approach in a fast-paced environment. Rotation shifts including weekends and holidays are possible.