Front Desk Supervisor

Transwestern; Houston (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Hotel Granduca Houston is seeking a Front Desk Lead to welcome guests with warmth and personalized service, ensuring check-in/out excellence and brand standards. You will mentor front desk team, train on Opera Cloud, Alice, Open Table, Toast, and related systems, and collaborate with other departments to anticipate guest needs.

We require a minimum of 2 years front desk experience in a luxury hotel, strong interpersonal skills, and the ability to lead by example under pressure.

Qualifications

• High school diploma or equivalent required.
• Hospitality education or certifications preferred.
• Minimum of 2 years front desk experience in hospitality.
• Prior experience in a lead or training capacity preferred.
• Experience in a luxury hotel environment highly desirable.
• Technical Skills: Opera Cloud preferred.
• Familiarity with Alice, Toast, OpenTable, etc.
• Ability to handle billing, room assignments, and reservation procedures.
• Working knowledge of Microsoft Office applications.
• Exceptional guest service and interpersonal skills.
• Strong presence and ability to motivate peers.
• Lead by example and maintain composure under pressure.

Responsibilities

• Welcome guests with warmth and personalized service at check-in and check-out.
• Lead by example during check-in/check-out reflecting hotel standards.
• Follow SOPs and verbiages for touchpoints.
• Mentor front desk staff and provide ongoing training on systems and guest service.
• Coordinate room assignments and manage VIP/group bookings.
• Collaborate with departments to anticipate guest needs.
• Maintain lobby appearance and overall front office operations.
• Assist with administrative duties including billing inquiries and reservations.
• Support third-party bookings review and responses.

Skills

Front desk leadership

Guest service excellence

Leading training

Interpersonal skills

Mentoring

Education

High school diploma or equivalent

Hospitality education or certifications preferred

Tools

Opera Cloud

Alice

OpenTable

Toast

Microsoft Office

Job description

Join the team at Hotel Granduca and help create unforgettable experiences in the heart of Houston, Texas. As a luxury boutique hotel and a proud Transwestern Hospitality Group property, Hotel Granduca blends timeless European elegance with warm Texas hospitality. We offer exciting hotel careers and hotel jobs for individuals who are passionate about service, creativity, and excellence. Here, your talent is valued, your growth is supported, and your work makes a meaningful impact- every day. If you’re inspired by exceptional service and a culture rooted in teamwork, professionalism, and pride in delivering memorable guest experiences

POSITION SUMMARY:

POSITION ESSENTIAL FUNCTIONS

• Welcome guests with genuine warmth and a highly personalized approach, using guest preferences when applicable.
• Lead by example during check-in and check-out, ensuring each interaction reflects hotel standards of excellence.
• Follow all check in and check out touch point standards and verbiages.
• Assist in handling guest requests and resolving concerns promptly and empathetically to elevate satisfaction, following all stablished SOP’s and noting profiles.
• Provide further guest follow up as needed, specially in the absence of the Manager.
• Support the coordination and accuracy of room assignments and rooming lists, especially for groups and VIPs.
• Ensure special requests, guest profiles, and billing preferences are consistently and correctly documented.
• Provide ongoing, hands‑on training and mentorship for front desk team members, especially in brand standards, systems (e.g., Opera PMS, Alice, Open Table, Toast), and guest service techniques.
• Assist in the new hire training for front desk agents and PBX.
• Act as the go‑to resource for front desk staff during shift, offering guidance and sharing best practices in partnership with the Manager.
• Collaborate with other departments to ensure guest needs are anticipated and fulfilled smoothly, as well as ensuring departments are aligned.
• Monitor lobby presentation, guest traffic flow, and service delivery for opportunities to improve guest touchpoints.
• When times are slow act as a lobby ambassador and engage with guests as needed and when needed.
• Perform and rotate through all front office shifts and PBX as needed.
• Support the Front Office team with administrative duties such as billing inquiries, third‑party reservations, and amenity coordination.
• Assist with 3rd party booking review responses and feedback (booking.com and Expedia).
• Maintain a clean, professional, and organized work environment at all times.
• Other duties as assigned by management.

POSITION REQUIREMENTS

• Education: High school diploma or equivalent required.
• Hospitality education or certifications preferred.
• Experience: Minimum of 2 years of front desk experience in hospitality.
• Prior experience in a lead or training capacity preferred (formal supervision not required).
• Experience in a luxury hotel environment highly desirable.
• Technical Skills: Proficiency in hotel property management systems (Opera Cloud preferred).
• Familiarity with Alice, Toast, Open table, etc Ability to handle billing, room assignments, and reservation procedures.
• Working knowledge of Microsoft Office applications.
• Personal Skills: Exceptional guest service and interpersonal skills.
• Strong presence and ability to motivate peers.
• Lead by example Detail-oriented, organized, and efficient under pressure.
• Ability to manage shifting priorities and guest needs in real-time.
• Physical Requirements: Ability to stand and walk for up to 95% of shift.
• Ability to lift and carry up to 25 lbs occasionally.
• Frequent bending, reaching, and repetitive tasks.
• Other: Hotel Granduca Houston operates 24/7.
• Schedule flexibility, including weekends, holidays, and varying shifts, is required.

ABOUT US

Transwestern’s Guiding Principles are woven into the fabric of our firm and underscore the value of each individual team member. We embrace inclusion – not only as the right thing to do, but as a reflection of who we are. It is our responsibility and heartfelt desire to create an environment that elevates the human spirit and brings out the best in everyone. Different backgrounds, life experiences and cultures shape our individual perspectives and ultimately generate the best results for our clients. Strategic human capital planning combined with development initiatives foster a work environment that celebrates uniqueness and champions the achievements attained through collaboration.

Please note that all candidates selected for an offer of employment are subject to pre-employment background checks, which may include but are not limited to, based on the role for which they have been selected: criminal history, education verification, social media review, motor vehicle records, credit history, and professional license verification. In addition, your employment with Transwestern is subject to successfully passing a drug screen check prior to your starting with the Company along with satisfactory references.

We understand you have a choice when choosing where to work and pursue a career. We understand you are unique and have your story. We want to hear it.

TEAMWORK APPROACH

A detailed list of position responsibilities has been developed so that expectations are clearly communicated. However, it is rarely possible to provide a list that will capture all possible projects and assignments. Team members are expected to assist with additional assignments that may be requested by direct supervisors, and to lend assistance to other members of the team, when appropriate.

WORK SHIFT:

LOCATION: Houston, TX

ABOUT US

Our firm is built on a shared purpose: Empowering good people to do extraordinary things together. We hire smart, passionate, hard‑working people who value both collaboration and independence. United by our brand promise, we own the outcome for clients, investors and partners. Learn more at transwestern.com.

All candidates selected for an offer of employment are subject to pre-employment background checks, which may include criminal history, education verification, motor vehicle records, credit history, and professional license verification. In addition, your employment with Transwestern is subject to successfully passing a drug screen check prior to you starting with the firm.

#HG Transwestern is a vertically integrated commercial real‑estate firm dedicated to serving investors, partners and clients through expertise in investment, development, brokerage and property management. Our experience spans diverse property types, including logistics, multifamily, retail, mixed‑use, healthcare, office, data centers, hotel, and life sciences. Across 35 offices nationwide, our team is united by a culture that cultivates agility, mutual trust and high performance. Learn more at transwestern.com and @Transwestern.