Front Desk Agent / Recepcionista

Responsibilities

• Check guests in and out using hotel PMS (Property Management System)
• Process room assignments, key cards, and welcome amenities
• Handle guest inquiries — dining reservations, activity bookings, transportation requests
• Manage room changes, upgrades, and special accommodation requests
• Resolve guest complaints at first point of contact before escalating
• Coordinate with housekeeping on room availability and early arrivals
• Handle cash and credit card transactions accurately
• Communicate with all hotel departments to fulfill guest needs

Requirements

• 1–3 years front desk or customer service experience
• English fluency — North American guests are the majority in Cancún resorts
• PMS software experience (Opera, Fidelio, or similar) helpful but training provided
• Composed, professional manner under pressure
• Strong organizational skills and multitasking ability

Benefits

• IMSS, Aguinaldo, vacation + premium
• Staff meals, uniform
• Resort staff facilities access

Work environment

Resort front desk in Cancún's hotel zone. The front desk is the operational nerve center of any hotel — it receives every guest, solves every problem, and coordinates with every department.

About the role

The hotel's first and last impression. Every guest checks in and checks out through the front desk. That means the front desk agent is the most consistent face of the hotel — the person who sets expectations on arrival and confirms them on departure. Getting both right is the core skill of the job.