Front Office Supervisor - Opening Mama Shelter Mexico City

About the role

Mama Shelter is opening its first property in Mexico City, in La Roma, and is looking for a Front Office Supervisor. You will lead the Front Desk team and support it in delivering a warm, effortless arrival and departure experience, blending operational excellence with the brand's playful spirit.

Key responsibilities

• Supervise, train and motivate the Front Desk Agents, building a collaborative and high-performing team.
• Be the point of contact for complex guest requests and service recovery, handling escalations with empathy and a proactive approach.
• Keep daily front-desk operations running smoothly, including check-ins and check-outs, room allocations, VIP arrivals and cash management and night audit reconciliations.
• Work closely with Housekeeping, Maintenance and Food & Beverage on room readiness and special guest preferences.
• Monitor service standards, track guest feedback (reviews and surveys) and help the Front Office Manager with scheduling and administrative tasks.
• Act as a brand ambassador, bringing high energy and a welcoming spirit to the lobby.

Required profile

• Previous experience as a Front Desk Supervisor or Senior Agent in a lifestyle, boutique or design-led hotel.
• Fully bilingual in English and Spanish; extra languages are a plus.
• Strong leadership skills and a natural ability to coach and inspire others.

Required skills

• Proficiency in hotel PMS software.
• Excellent organisational skills under pressure.