Front Office Supervisor

The Front Office Supervisor is responsible for supervising the daily Front Office operation ensuring that guest arrivals stays and departures are handled with efficiency warmth accuracy and in alignment with Hydes service standards and lifestyle spirit.

This role supports the Front Office Manager in coordinating the team resolving operational matters following up on special requests handling guest concerns and ensuring compliance with administrative financial safety and service procedures.

The ideal candidate is guest-focused hands-on organized and able to lead the team with positive energy while delivering a seamless and memorable guest experience.

Duties & Functions

• Supervise the daily Front Office operation including check-in check-out room assignment billing and guest assistance.
• Ensure that every guest arrival and departure is smooth warm efficient and memorable.
• Coordinate the Front Office team during the shift by assigning tasks setting priorities and following up on pending items.
• Ensure consistent application of welcome standards service language grooming body language and guest experience guidelines.
• Support the handling of VIP guests special arrivals groups celebrations and personalized requests.
• Resolve guest complaints incidents room changes discrepancies and sensitive situations with sound judgment and a service recovery mindset.
• Follow up on guest requests in coordination with Housekeeping Guest Services Engineering Security Reservations and Food & Beverage.
• Review room availability room assignments early arrivals late check-outs upgrades and special room blocks.
• Ensure guest profiles preferences traces notes and relevant information are properly updated in the system.
• Supervise the correct handling of payments guarantees charges billing cashier closures credit procedures and financial controls.
• Ensure proper shift communication through handovers logbooks reports and daily briefings.
• Monitor response times operational follow-up and completion of guest requests.
• Support the training coaching and feedback of Front Office team members.
• Promote a culture of lateral service collaboration authenticity and genuine connection with guests.
• Ensure the lobby front desk and guest contact areas remain clean organized welcoming and aligned with the Hyde vibe.
• Coordinate with Housekeeping on room status cleaning priorities discrepancies and rooms ready for sale.
• Support internal audits brand standards safety procedures and administrative controls.
• Follow up on lost and found items incidents security reports and emergency situations according to hotel procedures.
• Identify opportunities to improve Front Office processes and the overall guest experience.
• Participate in briefings operational meetings and daily communication with hotel leaders.
• Comply with and ensure compliance with internal policies operating procedures service standards and safety guidelines.

Qualifications :

The individual must possess the following knowledge skills and abilities and be able to explain and demonstrate that they can perform the essential functions of the position with or without reasonable accommodation.

• Degree in Hospitality Tourism Business Administration Hotel Management or a related field preferred.
• Minimum 1 to 2 years of experience in Front Office Reception Guest Services or a similar guest-facing role.
• Previous supervisory experience in lifestyle luxury upscale boutique or high-volume hotels is highly desirable.
• Advanced English required; additional languages are a plus.
• Solid knowledge of check-in check-out room assignment guest guarantees billing cashiering and front desk procedures.
• Experience handling guest complaints service recovery and operational problem-solving.
• Knowledge of hotel PMS systems; experience with Opera Opera Cloud or similar systems is preferred.
• Ability to coordinate teams during high-demand shifts.
• Excellent guest service attitude clear communication skills and professional presence.
• Ability to work under pressure prioritize tasks and make sound decisions in real time.
• Strong attention to detail organization and follow-up skills.
• Ability to collaborate effectively with different departments.
• Positive leadership style with a focus on coaching teamwork and team development.
• Emotional intelligence empathy and good judgment when handling sensitive guest situations.
• Basic knowledge of reports logbooks cashier procedures and digital operating tools.
• Availability to work rotating shifts weekends holidays and overnight shifts as required by the operation.
• Genuine interest in lifestyle hospitality creative service local culture and social experiences.
• Knowledge of Mexico City restaurants mobility events and local experiences is considered an advantage.

Additional Information :

Whats in it for you... 

• The opportunity to join an innovative fast-growing international group thats committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team thats very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
• A competitive package and plenty of opportunity for development.
• Discounts across the entire Ennismore family of brands.

Remote Work :

No

Employment Type :

Full-time