Front Desk Agent / Guest Experience Host

Join the newly renovated Hotel Granduca Houston, a Forbes Four-Star luxury boutique hotel and proud member of The Leading Hotels of the World. Located in the heart of Uptown, we offer an elegant, all-suite experience, refined dining at our signature restaurant Remi, and exceptional personalized service. We are seeking passionate, service-driven professionals to join our team and help deliver the timeless hospitality our guests have come to expect. If you excel in a dynamic, upscale environment and are dedicated to excellence, we invite you to explore career opportunities with us.

Position Summary

As a Front Desk Agent / Guest Experience Host, you will be the first point of contact for our guests, providing exceptional, personalized service that reflects the luxury and sophistication of Hotel Granduca. You will ensure a seamless check-in and check-out process, manage reservations, offer bespoke concierge services, and provide detailed information regarding the hotel and local attractions.

Position Essential Functions

This job description outlines the primary responsibilities and qualifications for the role but is not exhaustive. Additional duties or requirements may be assigned as needed. As Hotel Granduca Houston 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.

• Welcome guests with a warm, professional demeanor during check-in and check-out.

• Proactively follow up post-check-in to ensure guest satisfaction and offer support.

• Anticipate guest needs and deliver thoughtful, timely service.

• Provide expert concierge recommendations for dining, attractions, and events.

• Coordinate with internal departments to fulfill guest requests and ensure a seamless stay.

• Handle incoming reservation calls, emails, and walk-ins with professionalism.

• Manage bookings, availability, rates, and promotions in the PMS.

• Process room assignments, payment authorizations, and special requests.

• Update and maintain guest profiles and reservation notes.

• Assist with PBX functions and route calls as needed.

• Handle 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 housekeeping, in-room dining, and engineering teams.

• Maintain organization and cleanliness of the front desk and lobby areas.

• Stay informed about hotel services, hours, and amenities.

• Follow hotel emergency procedures and fire safety protocols.

• Stay alert to guest safety concerns and report issues immediately.

• Maintain clear communication between shifts and support a positive team environment.

• Participate in VIP welcome efforts and special guest arrangements.

• Log guest requests accurately and ensure timely resolution.

Position Requirements

Education

• High school diploma or equivalent required.

• Additional hospitality or customer service training is a plus.

Experience

• 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.

Technical Skills

• Proficiency in hotel property management systems (Opera preferred).

• Familiarity with basic office software (Microsoft Word, Outlook).

• Ability to manage reservations, billing, guest profiles, and payment processing.

• Knowledge of PBX/telephone systems and front office technology.

Personal Skills

• Exceptional interpersonal and communication abilities.

• Professional demeanor and a guest-focused attitude.

• Strong time management and multitasking abilities.

• Detail-oriented, organized, and reliable under pressure.

• Ability to build rapport with guests and resolve concerns diplomatically.

• Knowledge of Houston/Uptown area attractions and dining is a plus.

• Multilingual abilities a plus (English required).

Physical Skills

• Ability to stand and move throughout the front office for extended periods.

• Ability to lift and carry up to 25 lbs.

• Frequent walking, standing, and occasional bending, twisting, and reaching.

• Constant use of verbal communication, hearing, and visual focus to engage with guests and team members.

Hotel Granduca is proud to be an Equal Opportunity Employer.