Front desk supervisor

Job Description

We are seeking a professional and customer-focused Front Desk Supervisor to join our team in Playa del Carmen, Mexico. As the face of our hotel, you will lead and support our front desk team, ensuring exceptional guest experiences while maintaining efficient operations.

• Oversee daily front desk operations, including check-ins, check-outs, and guest inquiries.

• Supervise and mentor front desk agents and bell staff/valet attendants, fostering a collaborative and supportive work environment.

• Manage guest complaints and issues, providing timely and effective resolutions.

• Coordinate with Housekeeping and Engineering departments to efficiently fulfill guest requests.

• Handle cash transactions and maintain accurate financial records.

• Ensure compliance with hotel policies and procedures.

• Assist in training new team members and implementing service improvements.

Qualifications

• Proven experience in a front desk or supervisory role within the hospitality industry

• Excellent customer service skills with a friendly and professional demeanor

• Proficiency in English and Spanish; additional languages are a plus

• Strong leadership skills and experience in team management

• Knowledge of cash handling procedures and computerized point-of-sale systems

• Exceptional organizational skills with strong attention to detail

• Ability to multitask and remain calm under pressure

• Excellent verbal and written communication skills

• Strong problem-solving abilities with a proactive approach to guest satisfaction

• Proficiency in standard office equipment and hotel management software

• Knowledge of hotel operations and front desk procedures

• Familiarity with local attractions and services in Playa del Carmen

• Flexibility to work various shifts, including nights, weekends, and holidays

Additional Information

Employee Benefits: Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. 

Our Values

Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging: We celebrate our differences. We support each other and we always stand together.

Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity: We build trust through mutual respect and being authentic.

Diversity & Inclusion

Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.