Front Desk Supervisor

Four dynamic, integrated companies make up the Transwestern enterprise, giving us the perspective to think broadly, deeply and creatively about commercial real estate. Clients and investors rely on us for expertise that spans institutional and opportunistic investment, development, hospitality, and brokerage and asset services. Our award-winning, collaborative culture empowers team members with resources and independence to work across boundaries in pursuit of innovative solutions, reinforcing a reputation for service excellence that translates to measurable results. Through offices nationwide and alliance partners around the globe, we positively impact the built environment and our communities while fostering a work climate that champions career vitality for all. Learn more at transwestern.com and @Transwestern.

Part of the Transwestern companies, Transwestern Real Estate Services (TRS) strives to add value for investors, owners, and occupiers across all commercial property types. Fueled by a holistic perspective of the real estate life cycle, agility and creativity are hallmarks of our approach, while vast national resources and sound market intelligence underpin customized recommendations and property solutions.

Transwestern is built on a common purpose - Empowering Good People to do Extraordinary Things Together.  We are committed to the hiring of smart, passionate, hard-working people who understand the benefits of both collaboration and independence.

POSITION SUMMARY:

POSITION ESSENTIAL FUNCTIONS

• 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 stablished 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.

POSITION 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.

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

WORK SHIFT:

LOCATION:

ABOUT US

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.

Please note that all candidates selected for an offer of employment are subject to pre-employment background checks, which may include but are not limited to, based on the role for which they have been selected: criminal history, education verification, social media review, motor vehicle records, credit history, and professional license verification. In addition, your employment with Transwestern is subject to successfully passing a drug screen check prior to your starting with the Company along with satisfactory references.

We understand you have a choice when choosing where to work and pursue a career. We understand you are unique and have your story. We want to hear it. We encourage you to apply today so that you may become a part of the Transwestern story.