Night Front Desk Agent

Ennismore; Chihuahua; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A luxury hospitality group in Chihuahua, Mexico seeks a Guest Services Agent to welcome and assist guests with their needs. The ideal candidate should have at least 1 year of experience in a similar role and possess conversational English skills. Responsibilities include checking in guests, providing information about the hotel, and ensuring excellent service. This role offers a vibrant working environment focused on customer satisfaction.

Formación

• 1 year of experience in a similar position.
• Conversational and written English skills.
• Experience in the luxury segment preferred.

Responsabilidades

• Welcome guests with a smile and check them in.
• Inform guests about the hotel, services, and local events.
• Handle all guest requests and feedback promptly.

Conocimientos

Customer service

Upselling

Attention to detail

Effective communication

Descripción del empleo

A Modern Tale of Culture in the Heart of La Condesa

Perfectly located at the intersection of two must-visit, culture-rich neighborhoods, Mondrian Mexico City Condesa invites guests to experience a vibrant energy, captivating design, and a truly immersive spirit.

Surrounded by art galleries, lively parks, and a constantly evolving culinary scene, the hotel captures the city’s creative soul through dynamic spaces, local essence, and an unmatched cultural spirit.

Inside the masterpiece by renowned architect José Luis Benllinure, a vivid mural by Ara Starck sets the tone in each of the 183 rooms and suites: a hint of discoveries to come and a focal point amid serene, modern décor.

Job Description

As part of your role, you will be responsible for:

• Actively welcome guests with a smile, greet, and check them in.
• Inform guests about the hotel, its services, the city, and local events.
• Ensure that all requests are handled accurately and receive the appropriate service, attention, and follow-up.
• Distinguish between types of guests and handle them appropriately: guests with confirmed or claimed reservations, walk-ins, VIP guests, groups, etc.
• Follow the prescribed procedure for all arrivals, registration card modifications, special requests, rate changes, room changes, account inquiries, reservation inquiries, etc.
• Attend to all guest requests, accidents, and/or thefts promptly, within a maximum response time of 20 minutes, and record all matters in Nuvola or the hotel’s specific logging process.
• Relay all guest feedback to the Shift Manager so that appropriate actions can be taken.
• Ensure guest privacy and security, do not disclose confidential guest information, and ensure processes align with Mondrian Mexico City’s confidentiality standards.
• Ensure that correct policy procedures and standards are followed.
• Comply with the hotel’s credit policy regarding cash payments, credit card payments, company accounts, voucher payments, third-party payments, international currency, etc.
• Focus on upselling to maximize rates.
• Ensure that work areas are clean and maintained at all times.
• Maintain and effectively use guest profiles through Opera Cloud.
• Be fully informed about events taking place at the hotel.
• Maintain a positive attitude and pay attention to detail throughout the shift.
• As an important part of a team, assist coworkers who need help, both within the department and in other departments.
• Remain calm during busy periods to work efficiently and ask for help when needed.
• Any other reasonable task assigned by the supervisor or manager.
• We recognize that we are in the hospitality industry, and this may require us to provide lateral service. Occasionally, we will ask each team member to perform various related tasks as needed, in the interest of providing exceptional customer service.

Qualifications

Who are you?

• 1 year of experience in a similar position
• Conversational and written English skills
• Experience in the luxury segment preferred