Front Office Leader: Guest Experience & Training Coach

Tandem Hospitality Group; Austin (TX); On-site; USD 52,000 - 78,000; Full time

Job summary

Tandem Hospitality Group seeks a Front Office Manager to lead the Front Desk team, uphold service standards, and support all Front of House operations. The role includes acting as Manager on Duty during shifts and ensuring guest concerns are handled with professionalism.

You will coach staff, coordinate with Housekeeping, Engineering, Catering and Sales, and drive guest satisfaction by resolving issues and maintaining high service levels across the property.

Qualifications

• 3 years' experience as a Guest Service Agent, Supervisor or Manager.
• Management experience required.
• Front Office Accounting experience.
• Proficiency in Microsoft applications is required.
• Verifiable record improving guest service and satisfaction.
• Ability to work a flexible schedule and be able to work weekends and holidays.

Responsibilities

• Responsible for the adherence and enforcement of all Hotel policies and procedures
• Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff
• Monitor inventory control and ordering procedures for Front Office and guest supplies
• Oversee Front Desk Agent scheduling and requests
• Perform coaching and counseling of all Front Desk Agents, Night Auditors and PBX operators as needed to enforce standards
• Creates a comprehensive training program instilling a culture of service and follow through
• Acts as a liaison between the Front Office and the Reservations/Sales team
• Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues
• Handle any guest complaint or issue in a professional manner
• Complete a daily MOD Report to communicate guest opportunities and other information
• Assist the Front Desk with all aspects of operations including check-in and check-out process
• Review all potential safety and security issues and implement corrective action steps
• Responsible for knowing all emergency procedures
• Conduct walk-throughs of the property at a minimum of twice per day
• Coach associates how to resolve and de-escalate conflicts
• Assists in welcoming and escorting VIP's and other guests
• Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly

Skills

Guest service

Leadership

Management

Accounting

Microsoft Office

Guest satisfaction

Flexibility

Tools

Microsoft Office Suite

Job description

Tandem Hospitality Group seeks a Front Office Manager to lead the Front Desk team, uphold service standards, and support all Front of House operations. The role includes acting as Manager on Duty during shifts and ensuring guest concerns are handled with professionalism.

You will coach staff, coordinate with Housekeeping, Engineering, Catering and Sales, and drive guest satisfaction by resolving issues and maintaining high service levels across the property.