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 idóneo 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.

📌 Front Office Supervisor (Ciudad de México)
🏢 HYDE
📍 Ciudad de México