Front Office Service Lead – Guest Experience & Ops

Tandem Hospitality Group; Austin (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Tandem Hospitality Group in Austin, TX, is seeking a Front Office Manager to lead the Front Desk team and ensure consistent, high-quality guest service across the property. The role emphasizes leadership, operational oversight, and delivering memorable guest experiences.

You'll act as Manager on Duty on selected shifts, supervise guest services, coordinate with housekeeping, engineering, catering and sales, and coach colleagues to resolve issues smoothly while maintaining professionalism and

Qualifications

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

Responsibilities

• Adhere to and enforce all hotel policies and procedures.
• Maintain professionalism and decorum among staff.
• Monitor inventory control and ordering for Front Office and guest supplies.
• Oversee Front Desk Agent scheduling and requests.
• Coach Front Desk Agents, Night Auditors and PBX operators to enforce standards.
• Create a comprehensive training program to instill service culture.
• Liaise between Front Office and Reservations/Sales teams.
• Troubleshoot guest issues to resolve concerns.
• Handle guest complaints professionally.

Skills

Guest service

Management experience

Guest satisfaction

Tools

Microsoft Office

Job description

Tandem Hospitality Group in Austin, TX, is seeking a Front Office Manager to lead the Front Desk team and ensure consistent, high-quality guest service across the property. The role emphasizes leadership, operational oversight, and delivering memorable guest experiences.

You'll act as Manager on Duty on selected shifts, supervise guest services, coordinate with housekeeping, engineering, catering and sales, and coach colleagues to resolve issues smoothly while maintaining professionalism and