Front Desk Agent

Position Summary

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 offer detailed information about the hotel’s amenities and local attractions.

• Greet guests with professionalism and hospitality, ensuring a smooth check‑in and check‑out experience.
• Proactively follow up after 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 them.
• 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 calls to appropriate departments or personnel.
• 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 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.

• High school diploma or equivalent is required.
• Hospitality or customer service training is a plus.
• Prior experience in a luxury hotel, hotel residential, or high‑end retail environment is highly preferred.
• Demonstrated experience delivering white‑glove, guest‑facing service in a fast‑paced, professional setting.
• 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).
• Knowledge of telephone systems and front office technology.
• 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 an extended period; occasional bending, twisting, and reaching required.
• Frequent use of verbal communication, hearing, and visual focus is required to interact with guests and team members.

Hotel Granduca operates 24 hours a day, 7 days a week. Scheduling may vary based on operational needs, including shifts, start times, and total hours worked per week.

Location:

Houston, TX