Front Desk Agent / Guest Experience Host

Hotel Granduca Houston; Houston (TX); On-site; USD 30,000 - 45,000; Full time

Job summary

Hotel Granduca Houston is seeking a Front Desk Agent / Guest Experience Host to provide exceptional service and ensure a seamless experience for guests. You will manage reservations, coordinate with internal departments, and assist with guest inquiries, all while reflecting the luxury and sophistication of the hotel.

Qualifications

• Experience in luxury hotel or high-end customer service preferred.
• Ability to manage reservations, billing, and payment processing.
• Knowledge of Houston/Uptown area attractions is a plus.

Responsibilities

• Ensure seamless check-in and check-out process.
• Manage reservations and provide concierge services.
• Maintain organization and cleanliness of front desk and lobby.

Skills

Interpersonal skills

Communication

Time management

Multitasking

Detail-oriented

Education

High school diploma or equivalent

Customer service training

Tools

Opera

Microsoft Word

Microsoft Outlook

Job description

Join the newly renovated Hotel Granduca Houston, a Forbes Four-Star luxury boutique hotel and proud member of The Leading Hotels of the World. Located in the heart of Uptown, we offer an elegant, all-suite experience, refined dining at our signature restaurant Remi, and exceptional personalized service. We are seeking passionate, service-driven professionals to join our team and help deliver the timeless hospitality our guests have come to expect. If you excel in a dynamic, upscale environment and are dedicated to excellence, we invite you to explore career opportunities with us.

Position Summary

As a Front Desk Agent / Guest Experience Host, you will be the first point of contact for our guests, providing exceptional, personalized service that reflects the luxury and sophistication of Hotel Granduca. You will ensure a seamless check-in and check-out process, manage reservations, offer bespoke concierge services, and provide detailed information regarding the hotel and local attractions.

Position Essential Functions

This job description outlines the primary responsibilities and qualifications for the role but is not exhaustive. Additional duties or requirements may be assigned as needed. As Hotel Granduca Houston operates 24 hours a day, 7 days a week, scheduling may vary based on operational needs, including shifts, start times, and total hours worked per week.

Welcome guests with a warm, professional demeanor during check-in and check-out.

Proactively follow up post-check-in to ensure guest satisfaction and offer support.

Anticipate guest needs and deliver thoughtful, timely service.

Provide expert concierge recommendations for dining, attractions, and events.

Coordinate with internal departments to fulfill guest requests and ensure a seamless stay.

Handle incoming reservation calls, emails, and walk-ins with professionalism.

Manage bookings, availability, rates, and promotions in the PMS.

Process room assignments, payment authorizations, and special requests.

Update and maintain guest profiles and reservation notes.

Assist with PBX functions and route calls as needed.

Handle payment processing and ensure accuracy in all transactions.

Balance daily cash and credit card totals according to cashiering policies.

Complete shift checklists, logs, and reports.

Assist with basic night audit tasks as assigned.

Deliver guest mail, messages, and packages promptly.

Communicate effectively with housekeeping, in-room dining, and engineering teams.

Maintain organization and cleanliness of the front desk and lobby areas.

Stay informed about hotel services, hours, and amenities.

Follow hotel emergency procedures and fire safety protocols.

Stay alert to guest safety concerns and report issues immediately.

Maintain clear communication between shifts and support a positive team environment.

Participate in VIP welcome efforts and special guest arrangements.

Log guest requests accurately and ensure timely resolution.

Position Requirements

Education

High school diploma or equivalent required.

Additional hospitality or customer service training is a plus.

Experience

Previous experience in a luxury hotel or high-end customer service environment is preferred.

Experience with front desk, concierge, or PBX operations is a plus.

Technical Skills

Proficiency in hotel property management systems (Opera preferred).

Familiarity with basic office software (Microsoft Word, Outlook).

Ability to manage reservations, billing, guest profiles, and payment processing.

Knowledge of PBX/telephone systems and front office technology.

Personal Skills

Exceptional interpersonal and communication abilities.

Professional demeanor and a guest-focused attitude.

Strong time management and multitasking abilities.

Detail-oriented, organized, and reliable under pressure.

Ability to build rapport with guests and resolve concerns diplomatically.

Knowledge of Houston/Uptown area attractions and dining is a plus.

Multilingual abilities a plus (English required).

Physical Skills

Ability to stand and move throughout the front office for extended periods.

Ability to lift and carry up to 25 lbs.

Frequent walking, standing, and occasional bending, twisting, and reaching.

Constant use of verbal communication, hearing, and visual focus to engage with guests and team members.

Hotel Granduca is proud to be an Equal Opportunity Employer.

Source: Westmont Hospitality Group