Front Desk Agent - Opening Mama Shelter Mexico City

About the role

Mama Shelter is opening its first hotel in Mexico City, in the Roma neighbourhood, and is looking for a Front Desk Agent. The role covers check-in and check-out, guest information, handling requests and incidents, and following the hotel's procedures and credit policy.

Key responsibilities

• Welcome guests actively, greet them and register them at arrival.
• Tell guests about the hotel, its services, the city and local events.
• Handle requests accurately and follow prescribed procedures for arrivals, card changes, special requests, rate and room changes, account and reservation queries.
• Distinguish between confirmed bookings, walk-ins, VIPs and groups and treat each appropriately.
• Respond to guest requests, accidents and theft reports within 20 minutes and record everything in Nuvola or the hotel's registration process.
• Pass guest comments to the shift manager so appropriate action can be taken.
• Protect guest privacy and confidentiality and ensure correct policies are followed.
• Follow the hotel's credit policy for cash, cards, corporate accounts, vouchers, third parties and foreign currency.
• Upsell to maximise rates and keep work areas clean.
• Maintain guest profiles in Opera Cloud and stay informed about hotel events.

Required profile

• Proven experience in luxury hotel front desk.
• 2-3 years in the hospitality sector.
• Fluent conversational English (mandatory); French is an advantage.
• Based in Mexico City with no mobility issues.
• Availability to rotate shifts.