Hotel Granduca

Front Desk Agent

Job Locations US-TX-Houston
# of Openings
1
Category
Rooms - Front Desk

Overview

 

Hotel Granduca Houston is the first jewel in the crown of the Granduca Hotels Hospitality group. A leader in luxury hotels, Granduca Houston has the honor of being a member of the Leading Hotels of the World. Located in the heart of Uptown/Galleria area, this "hidden gem" is reminiscent of a private Italian villa, consisting of 122 guest rooms and luxury suites, spacious meeting rooms and a stunning ballroom with an amazing view of Il Giardino and our exhilarating saltwater pool - an oasis among the lush green landscape and beautiful palm trees. Relax with friends and enjoy the live music in Giorgio's Bar, or experience the delectable cuisine in Ristorante Cavour, one of Houston's most renowned fine dining Italian restaurants.

 

The Language of Luxury, Service and Serenity

 

The full-time Front Desk Agent will provide genuine, warm and exceptional service to our guests, during their arrival, stay and departure, while adhering to the standards of LHW and Hotel Granduca.

 

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions of the job.

 

Responsibilities

 

Greet and check guests in and out of the hotel in a pleasant and cordial manner according to LHW standards
Handle billing and guest’s folio, inquiries, disputes, obtain accurate method of payment 

Ensure proper and accurate processing of CC payment 

Enter data,  generate daily audit reports and distribute to management

Collaborate with Hskp to determine rooms availability

Learn types, details, features and layout of  guestrooms
Maintain knowledge of hotel features and local  points of interest 
Resolve guest complaints in a positive and timely manner and communicate concerns to management
Maintain visibility and demonstrate genuine passion and readiness to respond to guests' requests
Answer telephone using proper etiquette and direct calls appropriately
Perform PBX/AYS duties - accurately enter IRD orders 
Maintain full knowledge of current menu items in IRD and F&B Outlets and upsell product and services
Keep assigned bank secure at all times and adhere to the Cash Handling Policy
Maintain knowledge of amenities, services, hours of operation and room type, details and availability
Communicate pertinent guest information to appropriate department

Ensure guest confidentiality and respect guest privacy
Assist Valet, PBX and Concierge, in providing prompt and excellent guest service
Adhere to the department SOP's and handbook policies
Demonstrate proper body language, tone and professionalism towards internal and external guests
Adhere to the Standards of Appearance and practice the 3 Steps of Service and Hotel Core Values
Maintain a clean, sanitized and organized work area 

Perform other duties as assigned

Qualifications

 

High school Diploma or equivalent
Minimum 2 year's Front Desk/AYS experience in a full service luxury hotel

Excellent work ethics and ability to perform duties independently

Critical thinking and ability to make good decisions under pressure

Experience with LHW standards preferred

Experience with PBX/AYS and taking IRD orders
Prior night audit experience an asset
Excellent telephone, email etiquette and interpersonal skills
Excellent command of English and ability to follow verbal and written instructions
Bilingual - English/Spanish preferred
Basic mathematical skills

Ability to stand and sit for long periods, use both hands, bend, crouch, reach, see, hear, speak
Excellent listening and time management skills, and attention to detail
Ability to multi-task, prioritize and meet deadlines

Computer skills with proficiency in Microsoft Office software - word, excel powerpoint
Available to work assigned shifts - AM, PM, weekends, holidays 

Hotel Granduca is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

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