Assistant Front Office Manager

Situated in Downtown’s Second Street District, Austin Proper Hotel and Residences is an iconic luxury destination just steps from Lady Bird Lake, ACL Live, and the city’s best shopping. With expressive interiors by Kelly Wearstler and culinary concepts by McGuire Moorman Lambert Hospitality, the hotel offers 238 design-forward rooms and suites, a rooftop pool, immersive wellness experiences, and menus built around local farms, vibrant produce, and nutrient-rich ingredients. Wellness, design, and culture, seamlessly woven into every stay.

Position Overview

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.

Essential Job Duties & 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 …