Guest Experience Agent

Job description

The Standard, Mexico City arrives in the historic Tabacalera neighborhood with character, color, and a signature wink. With 206 guestrooms, 27 branded residences, vibrant dining destinations, and a rooftop overlooking the Monumento a la Revolución, we're bringing our unmistakable energy to Latin America.

We're looking for a Guest Service Agent to be one of the first voices and most trusted points of contact in our guest journey. We're searching for someone who combines exceptional communication skills, a passion for hospitality, and a natural ability to create personalized experiences from a distance. This role is essential in managing reservations, delivering seamless telephone service, and ensuring every interaction reflects the personality, sophistication, and energy that define The Standard.

The Opportunity

At The Standard, we believe every conversation is an opportunity to create anticipation, build excitement, and establish a connection before a guest even walks through our doors. We're looking for someone who understands that reservations are more than room bookings and that a phone call is more than a transaction. Someone who can turn information into inspiration, questions into confidence, and inquiries into unforgettable stays. As a Guest Service Agent, you'll play a key role in shaping guest expectations and ensuring that every interaction reflects the distinctive spirit of The Standard.

What You'll Do

· Manage individual reservations with accuracy, efficiency, and a guest-centric approach.
· Provide personalized guidance regarding room categories, suites, rates, hotel policies, packages, experiences, and amenities.
· Identify upselling and cross-selling opportunities that enhance the guest experience while maximizing revenue opportunities.
· Accurately create, modify, and cancel reservations while maintaining complete and updated guest profiles.
· Ensure reservation details, preferences, special requests, and guest information are recorded correctly.
· Provide personalized attention and follow-up for VIP guests, returning guests, and special requests.
· Collaborate with Revenue Management and Rooms Division leadership to support occupancy and revenue objectives.
· Answer inbound calls professionally, warmly, and in alignment with The Standard's service culture.
· Efficiently direct internal and external calls while maintaining a seamless guest experience.
· Provide accurate information regarding hotel services, amenities, operating hours, dining venues, experiences, and location details.
· Record, communicate, and follow up on guest requests throughout the guest journey.
· Maintain efficient response times and consistently high service standards.
· Project a confident, welcoming, and solution-oriented attitude in every interaction.
· Serve as an ambassador of The Standard's voice, personality, and values through all guest communications.
· Personalize conversations based on guest preferences, purpose of travel, and individual needs.
· Ensure consistency between The Standard brand promise and the information shared with guests.
· Support Guest Experience initiatives through effective communication, follow-up, and guest engagement.
· Maintain detailed records of reservations, guest requests, and telephone communications.
· Coordinate effectively with Front Desk, Guest Experience, Housekeeping, Engineering, and other operational departments.
· Participate in comprehensive shift handovers to ensure continuity of service and operational excellence.
· Adhere to all hotel procedures, policies, and service standards.

Desired profile

Qualifications :

What You'll Bring

·  Previous experience in reservations, guest services, call center operations, Front Office, or hospitality-related roles.
·  Strong communication skills with the ability to build rapport and engage guests through telephone and written interactions.
·  Experience working with Opera PMS or similar reservation and property management systems is preferred.
·  Strong attention to detail and the ability to manage multiple priorities while maintaining accuracy.
·  A sales-oriented mindset with a natural ability to identify upselling opportunities.
·  Excellent organizational and follow-up skills.
·  Ability to remain composed, proactive, and guest-focused in a fast-paced environment.
·  Fluency in English and Spanish, both written and spoken.
·  A charismatic, confident, and hospitality-driven personality that feels right at home at The Standard.

If you're ready to create excitement before arrival, deliver memorable service through every conversation, and help guests experience The Standard long before they check in, we'd love to hear from you.