Luxury Front Desk Lead — Guest Experience Champion

Hotel Granduca Houston; Houston (TX); On-site; USD 38,000 - 52,000; Full time

Job summary

Hotel Granduca Houston seeks an experienced Front Desk Lead to inspire a guest‑centric team in a luxury setting. You will oversee check‑in/out, manage room assignments, and mentor agents in brand standards and Opera Cloud operations.

Responsibilities include handling guest requests, training staff, coordinating with other departments, and ensuring flawless guest experiences across shifts. Flexibility for 24/7 operations is required.

Qualifications

• High school diploma or equivalent required; hospitality education preferred.
• Minimum 2 years front desk experience in hospitality; leadership/training experience preferred.
• Experience in luxury hotel environment highly desirable.
• Proficiency with Opera Cloud and front desk systems; strong guest service mindset.

Responsibilities

• Welcome guests with warmth and personalized service while referencing guest preferences.
• Lead front desk operations during shift and ensure quality interactions and SOP adherence.
• Handle guest requests and resolve concerns promptly to elevate satisfaction.
• Coordinate room assignments and manage group/VIP arrangements.
• Document guest preferences and billing accurately; train and mentor staff.
• Collaborate with other departments to ensure seamless guest experiences.
• Monitor lobby presentation and guest flow; act as lobby ambassador when needed.
• Support billing inquiries, third-party reservations, and amenity coordination.
• Maintain clean, professional work environment; perform other duties as assigned.

Skills

Guest service

Interpersonal skills

Lead by example

Detail oriented

Under pressure

Education

High school diploma or equivalent

Hospitality education or certifications preferred

Tools

Opera Cloud

Alice

Toast

OpenTable

Microsoft Office

Job description

Hotel Granduca Houston seeks an experienced Front Desk Lead to inspire a guest‑centric team in a luxury setting. You will oversee check‑in/out, manage room assignments, and mentor agents in brand standards and Opera Cloud operations.

Responsibilities include handling guest requests, training staff, coordinating with other departments, and ensuring flawless guest experiences across shifts. Flexibility for 24/7 operations is required.