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.

Requirements & Qualifications

- Previous experience in Guest Relations, Guest Experience, Front Office, or a similar position within luxury or lifestyle hospitality.
- Fluent English, both written and spoken; additional languages are an advantage.
- Excellent communication, interpersonal, and relationship-building skills.
- Strong service recovery, conflict resolution, and problem-solving abilities.
- Highly organized, proactive, detail-oriented, and capable of multitasking.
- Strong knowledge of luxury hospitality standards and guest service excellence.
- Ability to work collaboratively across departments and adapt to a dynamic environment.
- Genuine passion for hospitality, guest engagement, and creating memorable experiences.

Core Competencies

- Guest-Centric Mindset
- Communication & Interpersonal Skills
- Problem-Solving & Decision-Making
- Attention to Detail
- Brand Awareness and Lifestyle Hospitality

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📌 Guest Experience (México)
🏢 Accor
📍 México