FRONT DESK AGENT: FULL - TIME

Front Desk Agent – Hotel ZaZa Memorial City

Location: Memorial City

Reports To: Operations Managers

Experience Required: Prior experience in a luxury hotel, resort, or hospitality environment.

Markets: Houston

About Hotel ZaZa

Hotel ZaZa is a collection of luxury boutique hotels recognized for delivering exceptional guest experiences through distinctive accommodations, personalized service, and attention to detail. At Hotel ZaZa Memorial City, our associates are passionate about creating memorable moments and exceeding guest expectations in every interaction.

We are seeking a professional, energetic, and service-focused Front Desk Agent to join our Front Office team. This individual serves as one of the primary points of contact for guests and plays a critical role in creating positive first and last impressions while delivering exceptional hospitality consistent with Hotel ZaZa's luxury standards.

Position Overview

The Front Desk Agent is responsible for providing exceptional guest service throughout the guest journey, including check-in, check-out, reservations assistance, and responding to guest requests. This position ensures guests receive a warm welcome, personalized attention, and prompt resolution of concerns while maintaining operational accuracy and efficiency.

The ideal candidate possesses excellent communication skills, a positive attitude, attention to detail, and a passion for delivering memorable guest experiences in a luxury hospitality environment.

Key Responsibilities

• Welcome guests in a warm, professional, and courteous manner.
• Complete guest check-in and check-out processes efficiently and accurately.
• Verify guest information, payment methods, room assignments, and reservation details.
• Provide information regarding hotel amenities, services, dining options, local attractions, and special events.
• Respond promptly and professionally to guest inquiries, requests, and concerns.
• Assist guests with reservations, modifications, cancellations, and special accommodations.
• Maintain accurate guest records and hotel documentation in the property management system (PMS).
• Handle cash, credit card transactions, and billing inquiries with accuracy and accountability.
• Ensure room assignments align with guest preferences, VIP designations, and operational needs.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and other departments to fulfill guest requests.
• Monitor room status, availability, and occupancy to support efficient hotel operations.
• Resolve guest concerns professionally and escalate issues to management when appropriate.
• Answer incoming telephone calls and direct inquiries to the appropriate departments.
• Promote hotel services, amenities, upgrades, packages, and loyalty programs when applicable.
• Ensure the front desk, lobby, and work areas remain organized, professional, and guest-ready.
• Maintain confidentiality of guest and company information.
• Follow all company policies, procedures, safety guidelines, and brand standards.
• Attend required meetings and training sessions.
• Perform other duties as assigned by management.

Qualifications

• Passion for delivering exceptional customer service.
• Excellent verbal and written communication skills.
• Professional appearance and demeanor.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work effectively both independently and as part of a team.
• Dependable attendance and punctuality.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Basic computer proficiency and ability to learn hotel operating systems.

Preferred Qualifications

• Previous front desk, guest services, hotel, resort, or hospitality experience.
• Luxury hotel experience preferred.
• Experience using Opera PMS or similar property management systems.
• Previous cash-handling and billing experience.
• Knowledge of local attractions, restaurants, and entertainment venues.
• Bilingual communication skills are a plus.
• Experience handling guest recovery and service resolution situations.

Physical Requirements

• Ability to stand and walk for extended periods during scheduled shifts.
• Ability to use a computer and telephone for extended periods.
• Ability to bend, reach, stoop, and perform repetitive motions as needed.
• Ability to lift, carry, push, and pull up to 25 pounds occasionally.
• Ability to work varying schedules, including mornings, evenings, weekends, holidays, and special events.

Work Environment

• Primarily works in the hotel lobby and front desk areas.
• Frequent interaction with guests, associates, vendors, and visitors.
• Fast-paced hospitality environment requiring strong multitasking abilities.
• May be required to work weekends, holidays, and varying shifts based on business needs.
• Requires maintaining a professional appearance and demeanor consistent with Hotel ZaZa luxury service standards.

Compensation and Benefits

Hotel ZaZa offers a competitive compensation package, which may include hourly wages, gratuities where applicable, health and welfare benefits, paid time off, retirement savings plans, employee assistance programs, and hotel discounts, subject to eligibility requirements and company policies.

Why Join Us?

• At Hotel ZaZa, we don’t just offer jobs, we offer careers that inspire. Be part of a brand that celebrates individuality, creativity, and excellence in every detail.

No Job Description for a position can possibly include all duties, which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. Hotel ZaZa is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees and applicants without regard to race, color, religion, gender/sex, sexual orientation, disability, national origin, age, or veteran status. Hotel ZaZa is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. Applicants requiring accommodation should contact Human Resources. Hotel ZaZa also participates in E-Verify to confirm the employment eligibility of all newly hired employees.