Guest Experience Leader - Front Desk & Operations

Tandem Hospitality Group LLC; Austin (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Tandem Hospitality Group LLC is seeking a Front Office Supervisor in Austin to lead the Front of House team and deliver exceptional guest service. You will oversee the Front Desk, assist agents with guest concerns, and support all operations to ensure smooth check-ins and guest satisfaction.

The role requires supervisory experience, strong organizational skills, and a proven record in improving guest service.

Qualifications

• 3 years' experience as a Guest Service Agent preferred.
• Supervisory 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 including weekends and holidays.

Responsibilities

• Ensure adherence to hotel policies and procedures.
• Maintain high levels of 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 and Night Auditors to enforce standards.
• Assist in creating a training program instilling a culture of service.
• Liaise between Front Office and Reservations/Sales teams.
• Troubleshoot guest issues and de-escalate conflicts.
• Handle guest complaints professionally.
• Complete daily MOD reports.
• Assist with check-in/check-out process.
• Review safety and security issues and implement corrective actions.
• Know Emergency procedures.
• Escort VIP guests.
• Coordinate with Housekeeping, Engineering, Catering and Sales for events.

Skills

Guest service

Supervisory

Guest satisfaction

Microsoft Office

Flexible schedule (idea)

Tools

Microsoft Office

Job description

Tandem Hospitality Group LLC is seeking a Front Office Supervisor in Austin to lead the Front of House team and deliver exceptional guest service. You will oversee the Front Desk, assist agents with guest concerns, and support all operations to ensure smooth check-ins and guest satisfaction.

The role requires supervisory experience, strong organizational skills, and a proven record in improving guest service.