Job Description

Reservation & Guest Experience Agent

The Reservation & Guest Experience Agent is responsible for managing hotel reservations, call handling, guest communication, and internal service requests for Hotel Granduca. This role ensures accuracy in bookings, payment details, and guest notes, while delivering warm, professional service that reflects the standards of a luxury property. In addition, the Agent supports in-room dining by inputting guest orders into the POS system (Toast) and managing the Alice communication platform to ensure timely follow-up on all guest requests. This role requires a high level of attention to detail, discretion, and a genuine passion for hospitality. The Agent collaborates closely with the Front Office, Sales, Catering, and Food & Beverage teams to ensure guest preferences and expectations are met and supports operational excellence through timely communication and problem-solving.

Position Essential Functions:

• Manage guest reservations, including individual bookings, group rooming lists, deposits, and payment methods.
• Accurately document and maintain reservation notes to ensure seamless arrivals and guest satisfaction.
• Handle all incoming calls (external and internal) with professionalism and luxury service etiquette.
• Monitor and manage the hotel's text messaging feature to promptly and courteously engage with guests.
• Manage the Alice internal communication system, ensuring guest requests are logged, tracked, and properly followed up.
• Provide detailed information on accommodations, rates, amenities, and hotel services.
• Support the Front Desk by overseeing back-of-house administrative tasks and reservation updates.
• Collaborate with Sales, Catering, and Front Office teams to coordinate group blocks, special requests, and VIP needs.
• Uphold hotel policies, procedures, and service standards at all times.

Position Requirements:

• High school diploma or equivalent is required.
• Previous hotel reservations or PBX/telecommunications experience preferred, ideally in a luxury hotel environment.
• Previous record of delivering high guest satisfaction scores in a luxury hospitality setting.
• Proficiency with hotel property management systems (Opera Cloud preferred), Alice for text messaging and work orders, and Open table for restaurant reservations.
• Strong knowledge of Microsoft Office Suite and general administrative systems.
• Input in-room dining (IRD) guest orders into the POS system (Toast) with accuracy and efficiency.
• Bilingual preferred (Spanish/English).
• Strong communication skills, both written and verbal, with polished phone etiquette.
• Excellent problem-solving skills.
• Guest-centric, solution-oriented mindset.
• Ability to manage multiple tasks and lead in a fast-paced environment.
• Other: Hotel Granduca Houston operates 24 hours a day, 7 days a week, scheduling may vary based on operational needs, including shifts, starting times, and total hours worked per week.

Location: Houston, TX

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.

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