Front Desk Leader: Guest Experience & Team Coach

Texas Western International; Austin (TX); On-site; USD 42,000 - 63,000; Full time

Job summary

Texas Western International is seeking a Front Desk Supervisor to lead and mentor Guest Services staff, oversee guest registration, and ensure high standards of service at the front desk. You will manage scheduling, coaching, and performance checks while maintaining adherence to hotel procedures and safety guidelines.

The role requires strong leadership, excellent guest interaction skills, and the ability to drive a positive, compliant, and guest-focused environment across all departments.

Responsibilities

• Assists in training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments.
• Motivates staff within all hotel departments and establishes a productive working environment for the hotel.
• Conducts performance evaluations and provides feedback to employees.
• Oversees and participates in guest registration.
• Confirms cancels and modifies reservations as needed.
• Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees and monitors labor costs to stay within departmental budget.
• Ensures agents use the appropriate walk-in sales strategy.
• Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.
• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security, and emergency procedures as established.
• Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures and is able to effectively communicate them to subordinates.
• Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations, and team interviews).
• Conducts training classes regarding safety, security, department procedures, and service guidelines.
• Maintains rewards recognition systems.
• Fulfills Manager on Duty shifts.
• Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage-Hour laws.

Job description

Texas Western International is seeking a Front Desk Supervisor to lead and mentor Guest Services staff, oversee guest registration, and ensure high standards of service at the front desk. You will manage scheduling, coaching, and performance checks while maintaining adherence to hotel procedures and safety guidelines.

The role requires strong leadership, excellent guest interaction skills, and the ability to drive a positive, compliant, and guest-focused environment across all departments.