The Guest Service Agent Overnight – Front Office is responsible for delivering a warm, efficient, and memorable guest experience from arrival to departure. This role handles check-in, check-out, guest inquiries, billing, room assignments, and special requests while ensuring every interaction reflects Hyde’s lifestyle spirit, energy, and service standards.
The ideal candidate is personable, detail-oriented, proactive, and passionate about hospitality, with the ability to create genuine connections with guests and support a smooth Front Office operation.
Duties & Functions
- Welcome guests with warmth, confidence, and genuine hospitality upon arrival.
- Perform check-in and check-out procedures efficiently, accurately, and in accordance with hotel standards.
- Assign rooms according to availability, guest preferences, special requests, and operational priorities.
- Handle guest inquiries, requests, complaints, and concerns with professionalism and a service recovery mindset.
- Provide information about the hotel, outlets, events, services, amenities, transportation, and local experiences.
- Process payments, guarantees, charges, adjustments, invoices, and cashier procedures accurately.
- Maintain updated guest profiles, preferences, notes, traces, and special requests in the PMS.
- Coordinate with Housekeeping regarding room status, early arrivals, late check-outs, room changes, and special needs.
- Communicate effectively with Guest Services, Concierge, Engineering, Security, Reservations, and Food & Beverage to follow up on guest requests.
- Support VIP arrivals, special occasions, repeat guests, groups, and personalized guest experiences.
- Promote hotel outlets, events, experiences, loyalty programs, and upselling opportunities when appropriate.
- Monitor and respond to guest needs during their stay, ensuring timely follow-up and positive resolution.
- Maintain the Front Desk, lobby, and guest contact areas clean, organized, and aligned with Hyde’s image and vibe.
- Ensure proper shift handover, logbook updates, pending follow-up, and communication between shifts.
- Handle lost and found reports, incidents, emergencies, and guest situations according to hotel procedures.
- Follow safety, security, privacy, cash handling, and data protection guidelines.
- Maintain a professional appearance, positive attitude, and polished communication at all times.
- Support team members and contribute to a collaborative, energetic, and service-driven work environment.
- Comply with all internal policies, operating procedures, service standards, and brand guidelines.
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.
- High school diploma required; degree or studies in Hospitality, Tourism, Business Administration, or a related field preferred.
- Minimum 6 months to 1 year 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 required; additional languages are a plus.
- Knowledge of check-in, check-out, room assignment, guest billing, cashiering, and Front Desk procedures.
- Knowledge of hotel PMS systems; experience with Opera, Opera Cloud, or similar systems is highly desirable.
- Strong guest service orientation and ability to create genuine connections with guests.
- Excellent communication skills, both verbal and written.
- Ability to handle guest complaints and sensitive situations with empathy, professionalism, and good judgment.
- Strong attention to detail, organization, and follow-up skills.
- Ability to work under pressure in a fast-paced and dynamic environment.
- Positive attitude, flexibility, and willingness to support different operational needs.
- Professional presence, grooming, and body language aligned with Hyde standards.
- Ability to work as part of a team and collaborate with different departments.
- Basic knowledge of Mexico City restaurants, attractions, mobility, nightlife, and local experiences is a plus.
- Availability to work overnight shifts, weekends and holidays as required by the operation.
- Genuine interest in lifestyle hospitality, music, culture, creative service, and social guest experiences.
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.