Job Description
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 Hyde’s 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
What's in it for you...
- The opportunity to join an innovative, fast-growing, international group that’s 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 that’s 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.
