EN - Reception Agent - Opening Mama Shelter Mexico City

Founded in 2008 by Serge Trigano and his sons Jérémie and Benjamin (co-founders of Club Med), Mama Shelter is a creator of living spaces and a daily director! 

These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price.  

More than just rooms and restaurants, Mama Shelter is a dynamic, a vibe: they are true urban refuges, not only aesthetically pleasing and modern but also popular, welcoming and sexy. 

Whatever your role, we're all here to make the customer experience as unforgettable as possible.  

Our mission: to bring little moments of happiness to people. 

Our growth has enabled us to offer our teams great career paths through internal development and international mobility, and it's not a question of diplomas or years of experience. 

Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021. 

And now, Mama Shelter is making its big debut in Mexico bringing its rebel spirit and unapologetic fun to La Roma. Mexico City is about to get the Mama treatment, sociable, inclusive, and never too serious. When life gets boring, run to Mama.

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:

• 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.

• 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.

• 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.

• 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).

• Communication & Handover: Prepare detailed shift handover logs, communicating any unusual occurrences, maintenance issues, or VIP arrivals to the morning team.

• 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 & Skills:

• Previous experience in Front Desk or Night Audit within a lifestyle or boutique hotel environment.

• Fully bilingual (English/Spanish is a must; additional languages are a huge plus).

• Proficiency in hotel management software (PMS) and basic accounting/cash handling.

• Excellent problem-solving skills, emotional intelligence, and ability to work autonomously during overnight hours.

• A vibrant, easy-going personality that fits right into the Mama culture!