Front Desk Host

Situated in Downtown's Second Street District, Austin Proper Hotel & Residences is the newest luxury lifestyle hotel in Austin, just steps from Lady Bird Lake, the legendary Austin City Limits music venue and nearby boutiques. With inspiring interiors by Kelly Wearstler and culinary offerings in collaboration with MML Hospitality, Austin Proper offers 238 rooms and suites, a dedicated spa and fitness center, and 9,500 square feet of meeting and event spaces, including a rooftop pool deck offering small-batch tequilas and majestic lake views. Anything less just wouldn't be Proper.

Job Overview

As a Front Desk Agent, you will be the first point of contact for our guests and play a key role in providing exceptional customer service. Your main responsibility will be to ensure a smooth and welcoming guest experience from check-in to check-out. This role is critical in maintaining the hotel's high standards of service, guest satisfaction, and smooth operations. You will work closely with the Front Desk team, Housekeeping, and other hotel departments to ensure that all guest needs are met efficiently and professionally.

Essential Job Duties and Responsibilities

• Guest Service & Problem Resolution:
  1. Greet guests upon arrival and provide a warm, welcoming check-in experience.
  2. Efficiently check in guests by verifying their reservation details, processing payments, and assigning rooms.
  3. Handle guest check-outs, ensuring all charges are accurately posted and that guests depart with a positive impression.
• Guest Service & Problem Resolution:
  1. Respond promptly and professionally to guest inquiries, requests, and complaints.
  2. Resolve any issues or concerns that guests may have during their stay, ensuring they are satisfied with the resolution.
  3. Provide information on hotel services, local attractions, and dining options, and assist guests with special requests.
• Communication & Coordination:
  1. Communicate effectively with other hotel departments (e.g., Housekeeping, Maintenance, Sales) to address guest needs and maintain seamless operations.
  2. Handle incoming phone calls and direct them to the appropriate departments or assist with reservations.
  3. Monitor the hotel's email system and assist with online reservation inquiries.
• Administrative Duties:
  1. Maintain accurate guest records and ensure all guest information is entered correctly into the system.
  2. Process reservations and cancellations, ensuring that rooms are allocated efficiently.
  3. Assist with preparing reports, inventory checks, and ensuring that front desk supplies are stocked.
• Security & Safety:
  1. Ensure the safety and security of guests, team members, and hotel property at all times.
  2. Adhere to all hotel policies and procedures related to emergency protocols, health, and safety guidelines.
• Team Collaboration:
  1. Work as part of a team with fellow Front Desk Agents, Supervisors, and Managers to maintain high levels of guest satisfaction.

Education and/or Experience

• High School Diploma or equivalent required.
• Previous experience in customer service or hospitality is preferred, but not required.
• Experience with hotel reservation systems (e.g., InforHMS, Alice, or similar) is a plus.

Skills/Specialized Knowledge

• Strong communication skills, both written and verbal.
• Exceptional interpersonal skills with the ability to remain calm and professional under pressure.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.

Physical Demands

• Ability to sit or stand for extended periods of time.
• Ability to occasionally lift or move up to 20 pounds.
• Frequent use of hands, fingers, and wrists for typing, handling check-in materials, and operating the phone or computer systems.

Company Overview

Proper Hospitality is a diverse team of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: there is a right way to do things, and anything less just isn't proper. We are seeking the best of the best-both within and outside the industry-to join us in building a new kind of lifestyle hospitality company, inspired by a centuries-old tradition. Our work is challenging and fast-paced, but above all, it is rewarding.

To achieve our vision-to inspire and transport people-we seek like-minded candidates who embody our ethos, The Pillars of Proper:

• Care Proper: We are natural and gracious hosts to all.
• Achieve Proper: We are committed to excellence.
• Imagine Proper: We are resourceful.
• Present Proper: We have an appreciation for style and culture.

Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category.

We also consider qualified applicants with criminal histories in accordance with local Fair Chance Hiring Ordinances.