Front Desk Agent

Front Desk Agent

The Moran Hotel is a contemporary expression of luxury, where sleek design meets warm, intuitive hospitality in the heart of Houston's CITYCENTRE. Designed for the modern traveler, it offers a refined yet accessible experience that seamlessly blends business and leisure.

The Front Desk Agent has a natural ability to brighten a room and create a warm, welcoming atmosphere from the moment a guest arrives. Approachable, attentive, and genuinely caring, this individual connects with guests in a meaningful way and helps create personalized experiences throughout their stay.

As one of the first and last points of contact for the hotel, the Front Desk Agent is responsible for creating a seamless arrival and departure experience while serving as a knowledgeable resource for the property and surrounding community. Their goal is to welcome guests, anticipate their needs, and encourage discovery of both the hotel and the local scene.

Requested Tasks

• Warmly welcome guests upon arrival and create a positive first impression of the hotel.
• Complete all guest check-in and check-out procedures accurately and efficiently.
• Assign guest rooms based on reservations, preferences, availability, and property standards.
• Review room rates, accommodations, amenities, hotel services, and relevant property information during the check-in process.
• Verify payment methods, obtain proper authorization, and ensure credit card information is accurately maintained in accordance with established procedures.
• Respond to guest questions, requests, and concerns in a timely, professional, and thoughtful manner.
• Anticipate guest needs and provide personalized recommendations for hotel experiences, dining, entertainment, and local attractions.
• Maintain a strong knowledge of the property, surrounding neighborhood, and local area in order to confidently assist guests.
• Answer incoming calls and assist with guest inquiries, requests, and general hotel information.
• Coordinate with Housekeeping, Engineering, Food + Beverage, Security, and other departments to ensure guest needs are addressed efficiently.
• Accurately maintain guest profiles, preferences, notes, and reservation information within the property management system.
• Monitor room status and communicate effectively with operational departments to support guest arrivals and departures.
• Handle guest concerns with patience, professionalism, and sound judgment, escalating issues to leadership when appropriate.
• Support the resolution of billing questions, folio discrepancies, room concerns, and other guest-related matters.

Requested Capabilities

• Previous Front Desk, Guest Services, hospitality, customer service experience preferred.
• Approachable, personable, and naturally welcoming demeanor.
• Genuine passion for creating memorable guest experiences.
• Patient and understanding when responding to guest needs, concerns, and requests.
• Strong attention to detail and commitment to accuracy.
• Demonstrated sense of urgency with the ability to prioritize and resolve requests efficiently.
• Strong verbal and written communication skills.
• Ability to remain calm, professional, and solution-oriented in a fast-paced environment.
• Ability to build rapport with guests and confidently provide personalized recommendations.
• Strong organizational skills with the ability to manage multiple responsibilities simultaneously.
• Comfortable using computers and learning property management, reservation, and payment systems.
• Ability to work collaboratively with team members across multiple departments.
• Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays based on business needs.

As part of the Makeready collection, we proudly offer a variety of thoughtful benefits and perks for eligible team members including accommodating PTO/PTO exchange, medical/dental/vision benefits, maternity/paternity leave, pet insurance, company-matched dependent care & 401k, student loan repayment program and a wide range of additional ancillary benefits. The health, happiness and well-being of our team is our top priority.

We take pride in our Guiding Principles to help define how we successfully work together. We follow them not out of duty but live by them instinctively.

Makeready LLC and its affiliated entities are proud to encourage and support an environment where everyone can be a successful team member as their true independent self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance.