Descripción del empleo

Position Summary

The Guest Experience Agent is responsible for creating exceptional, personalized, and memorable experiences for guests throughout their entire journey, from pre-arrival to departure. This role serves as a key point of contact, anticipating guest needs, building meaningful connections, and ensuring every interaction reflects Mondrian's distinctive lifestyle, personality, and service standards.

Key Responsibilities

- Welcome guests warmly and provide personalized attention, ensuring a seamless and memorable arrival and departure experience.

- Proactively engage with guests to identify their preferences, anticipate needs, and create opportunities to exceed expectations.

- Coordinate and oversee VIP arrivals, special occasions, personalized amenities, and bespoke guest experiences.

- Maintain regular communication with guests throughout their stay, ensuring requests and expectations are consistently met.

- Handle guest inquiries, feedback, and complaints with professionalism, empathy, and effective problem-solving, following through until resolution.

- Collaborate closely with Front Office,



Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless service delivery.

- Maintain accurate and updated guest profiles, preferences, special requests, and relevant information in the hotel management system.

- Provide recommendations and personalized information about hotel facilities, dining experiences, lifestyle offerings, local attractions, and cultural activities.

- Monitor guest satisfaction and online feedback, identifying service opportunities and communicating relevant insights to management.

- Identify opportunities to personalize experiences, create memorable moments, and build guest loyalty.

- Ensure all guest interactions reflect Mondrian's brand identity, service philosophy, and quality standards.

- Follow established procedures regarding guest privacy, confidentiality, and handling of sensitive information.

- Support the coordination of guest engagement initiatives, special events, and in-house experiences.

📌 Guest Experience (Ciudad de México)
🏢 Mondrian
📍 Ciudad de México