About this role
Mama Shelter Mexico City - Reception Agent
Job Overview:
As an Overnight Front Desk Agent at Mama Shelter, you are the heartbeat of the hotel when the city goes to sleep. You are the welcoming face (and reassuring presence) for late-arriving guests and early risers. More than just handling check-ins and administrative night audit duties, you embody the vibrant, warm, and offbeat spirit of Mama. You ensure our guests feel safe, looked after, and ready for a smooth transition into a new day.
Key Responsibilities
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- Guest Journey & Check-in: Greet late-night arrivals with high energy and genuine warmth, handle seamless check-ins/check-outs, and manage room assignments according to MAMA standards.
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- Night Audit & Reporting: Execute daily night audit procedures accurately, balance accounts, reconcile cash drawers, and generate essential end-of-day financial and operational reports for management.
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- Safety & Security: Act as the primary point of contact during the night shift for any security or emergency matters, monitoring property access and collaborating closely with security staff to guarantee a secure environment.
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- Guest Assistance: Handle late-night inquiries, resolve minor guest complaints with empathy and quick problem-solving skills, and fulfill special requests (e.g., extra amenities, local late-night recommendations).
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- Communication & Handover: Prepare detailed shift handover logs, communicating any unusual occurrences, maintenance issues, or VIP arrivals to the morning team.
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- Multitasking & Support: Assist with answering overnight phone calls, managing reservations, and supporting other departments (such as F&B or housekeeping) if urgent needs arise.
Qualifications
Qualifications & Skills:
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Previous experience in Front Desk or Night Audit within a lifestyle or boutique hotel environment.
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Fully bilingual (English/Spanish is a must; additional languages are a huge plus).
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Proficiency in hotel management software (PMS) and basic accounting/cash handling.
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Excellent problem-solving skills, emotional intelligence, and ability to work autonomously during overnight hours.
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A vibrant, easy-going personality that fits right into the Mama culture!
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Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
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When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
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YOUR PASSION SHINE
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We foster
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our creativity, our excellence and progressiveness. We interconnect with
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each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in
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being part of a wider global team leading the way in local sustainability
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We take pride
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