Front Office Manager

Houston Grand Hotel - River Oaks; Houston (TX); On-site; USD 40,000 - 48,000; Full time

Benefits offered by this job

Free meals on shift

Free parking

DailyPay access

Career development opportunities

Job summary

The Houston Grand – River Oaks is seeking a seasoned Front Desk leader to uphold guest service standards and supervise front office operations at our Houston property. You will oversee guest registrations, ensuring smooth check-ins, checkouts, and courteous service while enforcing brand standards.

We are looking for at least 2 years in front desk roles, with leadership experience, strong cash handling, and solid knowledge of PMS systems and rewards programs.

Qualifications

• Minimum 2 years Front Desk experience, preferably in leadership.
• Proficient with PMS system.
• Knowledge of brand’s rewards program.
• Able to handle cash and credit transactions.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while applying brand standards.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in room budget development.
• Monitor and maintain front office systems and equipment for optimal performance.
• Track guest satisfaction surveys and maximize the guest response system.
• Develop controls for expense management and schedule labor costs.
• Interview, hire, train, and develop staff; provide direction and discipline as needed.
• Communicate with staff to provide clear direction and ensure service quality.
• Coordinate with other departments to maintain guest satisfaction and occupancy.

Skills

Front Desk Leadership

PMS proficiency

Cash Handling

Customer Service

Communication Skills

Emergency Response

Hotel Operations Knowledge

Tools

PMS system

Job description

About Us

About Us For more than 40 years, our hotel has been a landmark in the Houston hospitality scene. Today, The Houston Grand – River Oaks is entering an exciting new chapter. Under the vision of new local ownership with deep Houston roots, the property is preparing for a full renovation, and a complete luxury rebrand that will restore the hotel as one of the premier destinations in the city. We are committed to elevating every aspect of the guest and associate experience. Our team is a tight knit, family like community with many long tenured associates who take pride in their craft and the exceptional service they deliver. We value passion, professionalism, and the desire to grow—because when our associates and their families thrive, our hotel thrives. Associates enjoy a complimentary meal each shift, free parking, and meaningful opportunities for career development within both the hotel and the broader HEI portfolio. Join us as we write the next chapter of a Houston legacy—your future could be part of something extraordinary.

We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

Compensation Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No

Overview

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

Essential Duties and Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in the development of the room’s budget.
• Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Develop and implement controls for expense management.
• Utilize labor management tools to schedule and control labor costs.
• Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members.
• Ensure timely completion of performance appraisals.
• Communicate both verbally and in writing to provide clear direction to staff.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Ensure compliance of front office, guest service, and PBX standard operating procedures and policies.
• Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications and Skills

• Minimum of 2 years Front Desk experience, preferably in leadership role.
• Proficient with PMS system.
• Advanced knowledge of brand’s reward program.
• Able to handle cash and credit transactions.
• Computer literacy and financial management a must.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• General knowledge of local area attractions and transportation.
• Able to observe and detect signs of emergency situations.
• Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statutes and their comparable state and local laws.
• Able to establish and maintain effective working relationships with associates and customers.
• Able to make sound business decisions and take action quickly based on previous experience and good judgment.
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

• For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed.
• Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.
• HEI also provides pet insurance through the ASPCA.
• For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.
• Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.
• Specific details and eligibility of these programs vary by location and employment status.
• We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

Welcome to HEI Hotels and Resorts' Career Page.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.