- Experience
- 2+ yrs
- Location
- Houston, Texas, United States
- Job type
- Full-time
About the role
Key Responsibilities
Guest Experience & Service Excellence
- Deliver personalized, luxury-level guest service aligned with Curio Collection’s distinctive identity and storytelling approach
- Handle VIP arrivals, special requests, and service recovery with professionalism and discretion
- Monitor guest feedback channels (Medallia, SALT, reviews) and implement service improvements
- Maintain a strong lobby presence to engage with guests and anticipate needs
Operations Management
- Assist in overseeing daily front office operations, including front desk, concierge, bell services, and guest relations
- Ensure compliance with Hilton brand standards, policies, and procedures
- Manage room inventory, upgrades, and rate strategies in coordination with Revenue Management
- Oversee shift operations, including scheduling, payroll, and labor controls
Team Leadership & Development
- Supervise, coach, and mentor front office team members to uphold luxury service standards
- Conduct training sessions focused on service excellence, upselling, and brand culture
- Support recruitment, onboarding, and performance management processes
- Foster a positive, inclusive, and high-performing team environment
Financial Performance
- Assist in achieving departmental KPIs, including ADR, RevPAR, upsell revenue, and guest satisfaction scores
- Monitor cash handling, billing accuracy, and credit policies
- Identify opportunities to increase ancillary revenue (upgrades, amenities, experiences)
Compliance & Quality Assurance
- Ensure adherence to safety, security, and data privacy standards
- Conduct regular audits of front office procedures and guest touchpoints
- Maintain brand audit readiness and uphold luxury presentation standards
Qualifications & Requirements
- Minimum 2–4 years of Front Office supervisory experience in an upscale or luxury hotel environment
- Previous experience with Hilton systems (OnQ, R&I, PEP,etc.) preferred
- Strong leadership, communication, and problem-solving skills
- Proven ability to deliver high-touch, personalized guest service
- Flexibility to work varied shifts, including evenings, weekends, and holidays
Preferred Attributes
- Passion for storytelling and delivering unique, locally inspired guest experiences (Curio Collection ethos)
- High emotional intelligence and cultural awareness
- Detail-oriented with strong organizational skills
- Ability to thrive in a fast-paced, guest-centric environment
About Crescent Hotels & Resorts
Provides third-party management and operations for hotels and resorts.
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