Front Desk Supervisor

Overview

Welcome guests, oversee front desk, train staff, handle reservations, ensure service excellence.

Key Responsibilities

• pms management
• front desk
• guest service
• team training
• room assignment
• billing support

Tasks

-Act as the go-to resource for front desk staff during shift, offering guidance and sharing best practices in partnership with the Manager. -Perform and rotate through all front office shifts and PBX as needed. -Ensure special requests, guest profiles, and billing preferences are consistently and correctly documented. -Support the Front Office team with administrative duties such as billing inquiries, third-party reservations, and amenity coordination. Assist with 3rd party booking review responses and feedback (booking.com and Expedia) -Welcome guests with genuine warmth and a highly personalized approach, using guest preferences when applicable -Provide ongoing, hands-on training and mentorship for front desk team members, especially in brand standards, systems (e.g., Opera PMS, Alice, Open Table, Toast), and guest service techniques. Assist in the new hire training for front desk agents and PBX -Lead by example during check-in and check-out, ensuring each interaction reflects hotel standards of excellence. Follow all check in and check out touch point standards and verbiages -Support the coordination and accuracy of room assignments and rooming lists, especially for groups and VIPs. -Maintain a clean, professional, and organized work environment at all times. -Monitor lobby presentation, guest traffic flow, and service delivery for opportunities to improve guest touchpoints. When times are slow act as a lobby ambassador and engage with guests as needed and when needed -Assist in handling guest requests and resolving concerns promptly and empathetically to elevate satisfaction, following all stablished SOP’s and noting profiles. Provide further guest follow up as needed, specially in the absence of the Manager -Collaborate with other departments to ensure guest needs are anticipated and fulfilled smoothly, as well as ensuring departments are aligned.

Requirements

• opera cloud
• microsoft office
• high school
• front desk
• guest service
• luxury hotel

What You Bring

-Ability to manage shifting priorities and guest needs in real-time. -High school diploma or equivalent required. -Ability to handle billing, room assignments, and reservation procedures. -Minimum of 2 years of front desk experience in hospitality. -Detail-oriented, organized, and efficient under pressure. -Familiarity with Alice, Toast, Open table, etc -Frequent bending, reaching, and repetitive tasks. -Working knowledge of Microsoft Office applications. -Prior experience in a lead or training capacity preferred (formal supervision not required). -Experience in a luxury hotel environment highly desirable. -Strong presence and ability to motivate peers. Lead by example -Hospitality education or certifications preferred. -Ability to lift and carry up to 25 lbs occasionally. -Ability to stand and walk for up to 95% of shift. -Exceptional guest service and interpersonal skills. -Proficiency in hotel property management systems (Opera Cloud preferred). -Hotel Granduca Houston operates 24/7. Schedule flexibility, including weekends, holidays, and varying shifts, is required.

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About Transwestern

-Founded with a focus on real estate services, Transwestern has become a leader in commercial real estate. -The company specializes in delivering integrated services across investment, development, and management. -Known for their expertise in both the commercial and industrial sectors, they offer tailored solutions for clients. -With a robust presence in the U.S., Transwestern has completed numerous landmark projects across key cities. -Transwestern has cultivated a reputation for innovation in asset management and real estate brokerage services. -Their commitment to providing strategic insights in the real estate market has led to long-term success and partnerships. -Notable for their work in revitalizing urban spaces and creating sustainable, high-performance buildings.

Sector Specialisms

Security Clearance

-candidates must pass pre‑employment background checks (criminal history, education verification, social media review, motor vehicle records, credit history, professional license verification). -a drug screen check is required prior to starting employment. -background checks are mandatory for all candidates selected for an offer.