Guest Experience Supervisor

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 Experience Supervisor to help shape how our guests see, feel, and remember The Standard. We’re searching for someone intuitive, engaging, and naturally tuned in to the people around them—someone who knows that great hospitality is less about following a script and more about knowing when to change it.

The Opportunity

At The Standard, guest experience is not a department—it’s a point of view.

As our Guest Experience Supervisor, you’ll help create stays that feel effortless, personal, and full of character. You’ll lead by example, support the Guest Experience team, and work across the hotel to turn good moments into memorable ones. Whether welcoming a first-time visitor, helping a regular feel instantly at home, or finding the right solution when plans change, you’ll make sure every interaction feels distinctly The Standard.

What You'll Do

• Supervise the daily operation of the Guest Experience team.
• Create warm, engaging, and personalized interactions throughout the guest journey.
• Anticipate guest needs and identify opportunities to make each stay more memorable.
• Welcome and connect with VIPs, repeat guests, long-stay guests, and special occasions.
• Share thoughtful recommendations that help guests experience Mexico City beyond the hotel.
• Handle guest feedback and service recovery with confidence, empathy, and good judgment.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other hotel teams.
• Ensure guest preferences, requests, and important information are communicated and followed through.
• Monitor guest feedback and identify trends or opportunities to elevate the experience.
• Support the training, coaching, and development of Guest Experience colleagues.
• Ensure the team delivers service that is consistent, genuine, and never overly scripted.
• Assist with VIP planning, special moments, hotel activations, and guest-facing experiences.
• Maintain accurate records, shift handovers, and relevant guest experience reports.
• Step in as a leader on duty when needed and help keep the operation moving smoothly.