Front Office Manager - Austin Lakeway Resort & Spa

Remington Hospitality; Austin (TX); On-site; USD 32,000 - 44,000; Full time

Job summary

Remington Hospitality is seeking a Front Desk Agent to warmly greet guests, check them in and out promptly, and maintain excellent guest relations. You will help ensure proper staffing and assist with scheduling while participating in interviewing and training front desk staff.

You will listen to guest concerns, resolve issues to ensure satisfaction, and operate the front office POS/Reservations system, handling daily transactions and reporting with accuracy.

Qualifications

• Greet guests and check in/out professionally.
• Acknowledge guests and anticipate needs.
• Assist with staffing levels and scheduling front desk staff.
• Participate in interviewing, hiring, training and scheduling front desk staff.
• Listen to guest complaints and resolve issues to ensure satisfaction.
• Operate POS/Reservations system and manage daily transactions and reporting.
• Handle cash accurately (cash, checks, cards).
• Perform other duties as assigned by management.

Responsibilities

• Greet guests warmly and assist with efficient check-in/check-out.
• Maintain positive guest relations and anticipate needs.
• Monitor and adjust staffing levels for front desk operations.
• Assist in interviewing and training front desk teams.
• Address guest concerns and resolve issues to ensure satisfaction.
• Accurately process transactions using the front office POS and Reservations system.

Skills

Guest relations

Communication

Staff scheduling

Interviewing

Problem solving

Cash handling

POS system

Tools

POS system

Reservations system

Job description

• Greet all guests warmly as they approach the front desk. Communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
• Acknowledge all guests, respond promptly, and anticipate guest needs while maintaining positive guest relations at all times.
• Ensure proper staffing levels of front office associates; assist with scheduling staff members.
• Participate in interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators.
• Listen respectfully to guest complaints and resolve issues ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
• Accurately manage and operate the POS/Reservations system at the front office, including all daily transactions and reporting and other required transactions.
• Accurately manage cash handling, including receiving cash, checks and credit card information from guests for payment of hotel charges and making change correctly.
• Perform other hotel-related reasonable duties as assigned by management.