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Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $18.25 - $27.50
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Paid Time Off
Pet insurance
Life insurance
Disability insurance
401(k) plan with matching
Employee Discounts
Job Description
The Laura Hotel is a distinguished hospitality establishment situated in Downtown Houston, with a rich history inspired by the steamboat of the same name. This hotel embodies the spirit of adventure and innovation, much like the original Laura steamboat that pioneered uncharted waters. The hotel is committed to propelling Downtown Houston into a bold future, offering an environment filled with culinary excellence, creative inspiration, and ample opportunities for both business and leisure. Known for its passionate team, The Laura Hotel seeks hospitality-focused professionals dedicated to creating unforgettable guest experiences. The hotel supports a culture known as HEI Loves, which celebrates... Show More
Job Requirements
- Minimum of a high school diploma or equivalent
- At least 2 years of front desk experience, preferably in a leadership role
- Proficiency with property management system (PMS)
- Strong computer literacy
- Ability to handle cash and credit transactions accurately
- Excellent interpersonal skills with patience and diplomacy for conflict resolution
- Knowledge of local area attractions and transportation
- Capability to recognize and act in emergency situations
- Understanding of federal, state and local employment laws
- Strong decision-making and judgment skills
- Ability to communicate effectively verbally and in writing
- Ability to maintain effective working relationships
- Availability to work regular hours and comply with attendance policy
Job Qualifications
- Minimum of 2 years front desk experience, preferably in leadership role
- Proficient with PMS system
- Advanced knowledge of brand's reward program
- Able to handle cash and credit transactions
- Computer literacy and financial management a must
- Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
- General knowledge of local area attractions and transportation
- Able to observe and detect signs of emergency situations
- Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
- Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations
- Able to establish and maintain effective working relationships with associates and customers
- Able to make sound business decisions and take action quickly based on previous experience and good judgment
- Knowledge of hotel operations including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning
- Effective verbal and written communication skills
- Ability to adapt communication style to suit different audiences such as effectively communicating with supervisors, coworkers, public
Job Duties
- Ensure efficient guest registration, checkout, guest service, and telephone service while ensuring all brand standards are being applied
- Implement company and franchise programs
- Prepare forecasts and reports and assist in the development of the room's budget
- Monitor and maintain the front office systems and equipment to ensure their optimum performance
- Track guest satisfaction surveys and maximize usage of the guest response tracking system
- Develop and implement controls for expense management
- Utilize labor management tools to schedule and control labor costs
- Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members
- Ensure timely completion of performance appraisals
- Communicate both verbally and in writing to provide clear direction to staff
- Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality
- Ensure compliance of front office, guest service, and PBX standard operating procedures and policies
- Ensure all Front Office Quality Standards are complied with and are consistently applied
- Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
- Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations
- Resolve customer complaints
- anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality
- Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues
- Regular attendance in conformance with the standards is essential to the successful performance of this position
- Comply with attendance rules and be available to work on a regular basis
- Perform any other job-related duties as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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