Front Desk Supervisor

About the role

Join the team at Hotel Granduca and help create unforgettable experiences in the heart of Houston, Texas. As a luxury boutique hotel and a proud Transwestern Hospitality Group property, Hotel Granduca blends timeless European elegance with warm Texas hospitality. We offer exciting hotel careers and hotel jobs for individuals who are passionate about service, creativity, and excellence. Here, your talent is valued, your growth is supported, and your work makes a meaningful impact—every day. If you're inspired by exceptional service and a culture rooted in teamwork, professionalism, and pride in delivering memorable guest experiences, we invite you to apply and begin a rewarding career journey with Hotel Granduca.

Responsibilities

• Welcome guests with genuine warmth and a highly personalized approach, using guest preferences when applicable
• 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
• Assist in handling guest requests and resolving concerns promptly and empathetically to elevate satisfaction, following all established SOP's and noting profiles
• Provide further guest follow up as needed, specially in the absence of the Manager
• Support the coordination and accuracy of room assignments and rooming lists, especially for groups and VIPs
• Ensure special requests, guest profiles, and billing preferences are consistently and correctly documented
• 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
• Act as the go-to resource for front desk staff during shift, offering guidance and sharing best practices in partnership with the Manager
• Collaborate with other departments to ensure guest needs are anticipated and fulfilled smoothly, as well as ensuring departments are aligned
• 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
• Perform and rotate through all front office shifts and PBX as needed
• 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)
• Maintain a clean, professional, and organized work environment at all times
• Other duties as assigned by management

Requirements

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

Schedule

Hotel Granduca Houston operates 24/7. Schedule flexibility, including weekends, holidays, and varying shifts, is required.

About the company

Transwestern's Guiding Principles are woven into the fabric of our firm and underscore the value of each individual team member. We embrace inclusion – not only as the right thing to do, but as a reflection of who we are. It is our responsibility and heartfelt desire to create an environment that elevates the human spirit and brings out the best in everyone. Different backgrounds, life experiences and cultures shape our individual perspectives and ultimately generate the best results for our clients. Strategic human capital planning combined with development initiatives foster a work environment that celebrates uniqueness and champions the achievements attained through collaboration. Our firm is built on a shared purpose: Empowering good people to do extraordinary things together. We hire smart, passionate, hard-working people who value both collaboration and independence. United by our brand promise, we own the outcome for clients, investors and partners.