Situated in Downtown's Second Street District, Austin Proper Hotel & Residences is a 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 Summary:
The Assistant Front Office Manager is responsible for assisting in the management and daily operation of the Front Desk, Concierge, and Guest Services departments. This position ensures the seamless execution of front office operations while delivering exceptional guest service and satisfaction. You will support the Front Office Manager in overseeing all aspects of front desk functions, including guest check-in/check-out, reservations, guest inquiries, and team performance. As a key member of the Front Office leadership team, the Assistant Front Office Manager will provide training, guidance, and leadership to front desk associates while fostering a collaborative and customer-focused environment.
This position includes evening shifts and two overnight shifts per week. Essential Job Duties and Responsibilities
- Front Office Operations & Supervision:
- Assist in overseeing the daily operations of the Front Desk, ensuring smooth check-in/check-out processes and providing excellent guest service.
- Supervise and support Front Desk Agents and other guest service staff, ensuring they adhere to hotel policies, procedures, and service standards.
- Handle guest check-ins and check-outs in a timely and efficient manner, addressing any special requests, inquiries, or issues.
- Ensure all guest interactions are positive and professional, addressing concerns or complaints promptly and effectively.
- Assist in managing room assignments, coordinating with housekeeping to ensure rooms are ready for arrivals.
- Guest Experience & Satisfaction:
- Ensure that all guests receive personalized, professional, and prompt service from the Front Desk team.
- Resolve guest complaints and issues in a timely and efficient manner, ensuring their satisfaction and retention.
- Train and guide the Front Desk team on guest service techniques, ensuring consistent high-quality service and creating memorable guest experiences.
- Monitor guest feedback, including online reviews, comment cards, and direct feedback, and implement corrective actions where necessary.
- Team Leadership & Development:
- Lead by example, demonstrating professionalism, attention to detail, and superior customer service.
- Assist in training, mentoring, and coaching Front Desk team members to ensure they are equipped with the skills and knowledge required to perform their roles effectively.
- Assist the Front Office Manager with performance appraisals, providing constructive feedback to staff and supporting their career growth and development.
- Create and maintain a positive and motivated work environment, fostering teamwork, collaboration, and communication across the department.
- Operational Support & Administrative Tasks:
- Assist with the daily scheduling of Front Desk staff, ensuring adequate coverage during peak times and proper handling of guest demands.
- Monitor and track Front Desk operational metrics, including occupancy levels, room availability, and guest satisfaction, and report findings to the Front Office Manager.
- Ensure the accuracy and proper handling of guest reservations, billing, and payment processing.
- Conduct audits of guest accounts to ensure proper charges, including incidentals, room charges, and amenities, ensuring billing accuracy.
- Revenue Management & Reservation Support:
- Assist in managing room availability and rates through the Property Management System (PMS), ensuring efficient inventory control.
- Collaborate with the Revenue Manager and Sales teams to align Front Desk operations with revenue management strategies.
- Ensure that upselling opportunities, such as room upgrades or premium services, are maximized and communicated effectively to guests.
- Cross-Departmental Collaboration:
- Work closely with the Housekeeping and Maintenance teams to ensure that guest rooms are clean, ready, and maintained to high standards.
- Communicate with other hotel departments, including Food & Beverage and Sales & Marketing, to coordinate guest needs, special requests, or VIP services.
- Assist in coordinating group bookings, arrivals, and departures, ensuring the Front Desk is prepared to handle any special requirements.
- Compliance & Security:
- Ensure that all Front Desk operations comply with hotel policies, local regulations, and health and safety standards.
- Assist in managing hotel security procedures, including handling emergency situations, guest safety, and ensuring staff adherence to safety protocols.
- Oversee cash handling, billing, and key control procedures to ensure security and accuracy.
Education and/or Experience
- Bachelor's degree in hospitality management, Business Administration, or a related field preferred.
- A minimum of 2-3 years of experience in front office operations or customer service, with at least 1 year in a supervisory or leadership role.
- Experience with Property Management Systems (PMS), such as Opera, InforHMS, or similar.
- Strong understanding of hotel operations, guest services, and front desk procedures.
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.
- Knowledge of hotel reservation systems, billing procedures, and guest service standards.
Physical Demands
- Ability to sit or stand for extended periods of time.
- Ability to occasionally lift or move up to 25 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 made up of a diverse group 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 out the best of the best from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle Hospitality Company inspired by a centuries-old tradition. The work is challenging and fast-paced but rewarding above all.
Proper Hospitality provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category.
Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.