Luxury Guest Experience Concierge

The Houstonian Hotel, Club & Spa; Houston (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

The Houstonian Hotel, Club & Spa in Houston, TX seeks a Guest Services Agent to create luxury experiences and welcoming first impressions. You will handle arrivals, departures, orientations, billing, and guest inquiries while collaborating across departments to meet guests’ needs.

The role emphasizes discretion, professionalism, and strong communication to maintain The Houstonian’s high standards. Flexibility for varied shifts is required, including nights and weekends.

Qualifications

• High School Diploma or GED preferred.
• Fast-paced environment with high pressure and/or stressful situations.
• Excellent verbal and written communication skills.
• Poised and composed with guest-focused attitude and quick issue resolution.
• Ability to multi-task and manage multiple priorities with attention to detail.
• Strong organization for handling room inventory, guest preferences and large groups.
• Proficiency in English; GSAs report to front office managers.
• No prior hospitality experience required.

Responsibilities

• Oversee guests’ first impression upon arrival and handle all special requests.
• Main point of contact and communication with guests throughout stay.
• Answer guest questions using awareness of services, products, events, and hotel happenings.
• Take ownership of guest-related issues using problem solving to rectify issues and build relationships.
• Communicate guest issues and preferences to managers and other departments for proper follow up.
• Ensure departure experiences are smooth and billing is handled efficiently.
• Manage, respond, and delegate emails, phone calls and texts with professionalism.
• Book and sell room reservations while guiding future guests on best room product and activities meeting their needs.
• Assist monitoring fire safety systems and execute emergency procedures.
• Complete checklist of day-to-day tasks while multi-tasking assisting guests in the lobby.
• Regularly use anticipation and adaptability to customize guest experiences.
• Assist bell, housekeeping, valet, dining, and other departments’ duties.
• Ensure compliance of all Front Office standards, procedures, and services.
• Work varying schedules, including nights, weekends, holidays, and overnight shifts.

Skills

Customer service

Communication

Problem solving

Multitasking

Team collaboration

Professionalism

Education

High School Diploma or GED

Job description

The Houstonian Hotel, Club & Spa in Houston, TX seeks a Guest Services Agent to create luxury experiences and welcoming first impressions. You will handle arrivals, departures, orientations, billing, and guest inquiries while collaborating across departments to meet guests’ needs.

The role emphasizes discretion, professionalism, and strong communication to maintain The Houstonian’s high standards. Flexibility for varied shifts is required, including nights and weekends.