Front Desk Agent

Transwestern•Houston, TX

9d•Onsite

About The Position

As a Front Desk Agent, you will be the first point of contact for our guests, delivering exceptional service that reflects the luxury and sophistication of the Hotel Granduca brand. You will ensure a seamless check-in and check-out process, manage reservations, provide tailored concierge services and detailed information regarding the hotel’s amenities and local attractions.

Requirements

High school diploma or equivalent is required.
Exceptional interpersonal and communication skills.
Exhibit a professional and guest-centric approach.
Time management and multitasking abilities.
Attention to detail, excellent organizational skills, and ability to operate in high-pressure situations.
Ability to build rapport with guests and resolve concerns effectively.
Multilingual abilities a plus (English required).
Ability to lift and carry up to 25 lbs.
Frequent walking and standing for extended period.
Occasional bending, twisting, and reaching.
Frequent use of verbal communication, hearing, and visual focus is required to effectively interact with guests and team members.

Nice To Haves

Hospitality or customer service training is a plus.
Previous experience in a luxury hotel or high-end customer service environment is preferred.
Experience with front desk, concierge, or PBX operations is a plus.
Proficiency in hotel property management systems (Opera preferred).
Familiarity with basic Microsoft Office software (Microsoft Word, Outlook).

Responsibilities

Greet guests with professionalism and hospitality, ensuring a smooth check-in and check-out experience.
Proactively follow up post check-in to ensure guest satisfaction.
Provide concierge recommendations for dining, attractions, and events.
Log guest requests accurately and coordinate with internal departments to fulfill these requests to ensure a seamless stay.
Handle incoming reservation calls, emails, and walk-ins with professionalism.
Manage bookings, availability, rates, and promotions in the Property Management System.
Process room assignments, payment authorizations, and special requests.
Update and maintain guest profiles and reservation notes.
Assist with PBX operations, including routing incoming calls to the appropriate departments or personnel as needed.
Manage payment processing and ensure accuracy in all transactions.
Balance daily cash and credit card totals according to cashiering policies.
Complete shift checklists, logs, and reports.
Assist with basic night audit tasks as assigned.
Deliver guest mail, messages, and packages promptly.
Communicate effectively with team members, including but not limited to housekeeping, in-room dining, and engineering.
Maintain organization and cleanliness of the front desk and lobby areas.
Follow hotel emergency procedures and fire safety protocols.
Remain vigilant to any guest safety concerns and report all issues immediately to the appropriate personnel.
Participate in VIP welcome efforts and special guest arrangements.
Other duties as assigned.