Front Desk Supervisor

In the Heart of La Condesa Perfectly situated at the crossroads of two of Mexico City's most vibrant and culturally rich neighborhoods, Mondrian Mexico City Condesa invites guests to experience vibrant energy, captivating design, and a truly immersive spirit. Surrounded by art galleries, lively parks, and an ever-evolving culinary scene, the hotel captures the city's creative soul through dynamic spaces, local character, and an unparalleled cultural atmosphere.

Housed within the architectural masterpiece of renowned architect José Luis Benlliure, a striking mural by Ara Starck sets the tone in each of the hotel's 183 guest rooms and suites—offering a glimpse of the discoveries that await while serving as a captivating focal point amid serene, contemporary interiors.

Position Summary

The Front Desk Supervisor is responsible for overseeing the daily operations of the Front Desk, ensuring exceptional guest service and smooth departmental performance. This role supports the Front Office Manager by supervising Front Desk Agents, maintaining brand standards, resolving guest concerns, and ensuring efficient check-in and check-out experiences.

The Front Desk Supervisor leads by example, fostering a positive team environment while delivering memorable guest experiences.

Key Responsibilities

Supervise the daily operation of the Front Desk and ensure service standards are consistently met. Lead, coach, motivate, and support Front Desk Agents to deliver exceptional guest experiences. Ensure efficient and accurate check-in, check-out, room assignments, and cashiering procedures. Handle guest complaints and special requests promptly, professionally, and with a service recovery mindset.

Monitor room availability, arrivals, departures, VIP guests, and special accommodations. Coordinate with Housekeeping, Engineering, Security, Reservations, and other departments to ensure seamless operations. Ensure compliance with hotel policies, SOPs, and brand standards. Train new team members and provide ongoing coaching and performance feedback.

Assist with scheduling, shift coverage, and daily task assignments. Monitor daily reports, guest preferences, billing accuracy, and room status. Maintain accurate records and ensure proper use of Opera Cloud and other hotel systems. Promote hotel services, amenities, and upselling opportunities. Support departmental goals, guest satisfaction scores, and LQA quality standards.

Ensure a safe, organized, and welcoming Front Desk environment.

Qualifications

Previous experience as a Front Desk Agent, Front Office Supervisor, or similar leadership role in a hotel. Luxury hospitality experience preferred. Advanced English communication skills (spoken and written); additional languages are an advantage. Proficiency in Opera Cloud PMS is required. Knowledge of LQA (Leading Quality Assurance) standards is preferred.

Strong leadership, communication, and problem-solving skills. Excellent organizational skills and attention to detail. Ability to remain calm and professional under pressure. Flexible to work rotating shifts, weekends, and holidays. Competencies Guest-focused mindset Leadership and team development Effective communication Decision-making and problem-solving Conflict resolution Time management and organization Adaptability and resilience Accountability and integrity Attention to detail Collaboration and teamwork Core Competencies Guest Service Excellence Luxury Hospitality Mindset Effective Communication Attention to Detail Teamwork & Collaboration Problem Solving Adaptability Emotional Intelligence Time Management Professionalism Integrity