Guest Service Agent Overnight - Front Office

About the role

Hyde, a lifestyle hotel in Mexico City owned by Ennismore (a joint venture with Accor), is hiring a Guest Service Agent for the overnight front office. The agent delivers a warm, efficient and memorable guest experience from arrival to departure, handling check-in, check-out, inquiries, billing, room assignments and special requests.

Key responsibilities

• Welcome guests warmly and perform check-in and check-out accurately and in line with hotel standards.
• Assign rooms according to availability, guest preferences and operational priorities.
• Handle guest inquiries, requests, complaints and concerns with a service recovery mindset.
• Provide information on the hotel, outlets, events, services, amenities, transport and local experiences.
• Process payments, guarantees, charges, adjustments and invoices accurately.
• Maintain guest profiles, preferences and special requests in the PMS.
• Coordinate with Housekeeping on room status, early arrivals, late check-outs and room changes.
• Work with Guest Services, Concierge, Engineering, Security, Reservations and Food & Beverage on guest requests.
• Support VIPs, special occasions, repeat guests, groups and upselling opportunities.
• Keep the front desk, lobby and guest contact areas clean and organized, and ensure proper shift handover.
• Handle lost and found reports, incidents and emergencies, and follow safety, security, cash handling and data protection guidelines.

Required profile

• High school diploma; a degree or studies in Hospitality, Tourism, Business Administration or a related field is preferred.
• 6 to 12 months 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; additional languages are a plus.
• Availability to work overnight shifts, weekends and holidays as required.

Required skills

• Check-in, check-out, room assignment, guest billing, cashiering and Front Desk procedures.
• PMS systems; experience with Opera, Opera Cloud or similar is highly desirable.
• Excellent verbal and written communication, complaint handling and attention to detail.
• Ability to work under pressure in a fast-paced environment and as part of a team.

What we offer

• A competitive package and plenty of development opportunities.
• Discounts across the entire Ennismore family of brands.