Guest Service Agent Overnight – Front Office

Hyde is embracing an evolved brand identity that is all about a festival vibe with music at its core. Hyde perfectly balances an elevated bohemian-chic aesthetic with a youthful, laidback ambience. Hyde is all about the freedom and personal discovery that comes with great music, time with friends and connecting with something bigger.

Hyde is part of Ennismore, a creative hotel group rooted in cultures and destinations. Ennismore is a joint venture with Accor, founded in 2021.

And now, Hyde is making its big debut in Mexico bringing the music and festival spirit to Mexico City.

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.
• https://careers.accor.com/global/en/job/guest-service-agent-overnight-front-office-in-hyde-mexico-city-reforma-angel-mexico-city-mexico-jid-110390