Guest Experience Concierge

Makeready; Houston (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

PTO

Medical insurance

Dental insurance

Vision insurance

Maternity/Paternity leave

Pet insurance

401(k) matching

Student loan repayment

Job summary

The Moran Hotel is a contemporary expression of luxury in Houston, inviting guests to a warm, intuitive stay. The Front Desk Agent greets guests, manages arrivals and departures, and serves as a knowledgeable resource for the property and surrounding community.

As one of the first and last contacts, you will welcome guests, anticipate needs, and help create personalized experiences while coordinating with Housekeeping, Engineering, and F&B to ensure smooth operations.

Qualifications

• Previous Front Desk, Guest Services, hospitality, customer service experience preferred.
• Approachable, personable, and naturally welcoming demeanor.
• Strong verbal and written communication skills.

Responsibilities

• Warmly welcome guests upon arrival and create a positive first impression of the hotel.
• Complete all guest check-in and check-out procedures accurately and efficiently.
• Assign guest rooms based on reservations, preferences, availability, and property standards.
• Review room rates, accommodations, amenities, hotel services, and relevant property information during the check-in process.
• Verify payment methods, obtain proper authorization, and ensure credit card information is accurately maintained in accordance with established procedures.
• Respond to guest questions, requests, and concerns in a timely, professional, and thoughtful manner.
• Anticipate guest needs and provide personalized recommendations for hotel experiences, dining, entertainment, and local attractions.
• Maintain a strong knowledge of the property, surrounding neighborhood, and local area in order to confidently assist guests.
• Answer incoming calls and assist with guest inquiries, requests, and general hotel information.
• Coordinate with Housekeeping, Engineering, Food + Beverage, Security, and other departments to ensure guest needs are addressed efficiently.
• Accurately maintain guest profiles, preferences, notes, and reservation information within the property management system.
• Monitor room status and communicate effectively with operational departments to support guest arrivals and departures.
• Handle guest concerns with patience, professionalism, and sound judgment, escalating issues to leadership when appropriate.
• Support the resolution of billing questions, folio discrepancies, room concerns, and other guest-related matters.

Skills

Front desk experience

Hospitality

Customer service

Communication

Tools

PMS software

Job description

The Moran Hotel is a contemporary expression of luxury in Houston, inviting guests to a warm, intuitive stay. The Front Desk Agent greets guests, manages arrivals and departures, and serves as a knowledgeable resource for the property and surrounding community.

As one of the first and last contacts, you will welcome guests, anticipate needs, and help create personalized experiences while coordinating with Housekeeping, Engineering, and F&B to ensure smooth operations.