Guest Experience Leader - Front Office

Hampton Inn & Suites Austin University Capitol; Austin (TX); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401(k) match

Paid holidays

Paid time off

Employee assistance program

Job summary

Hampton Inn & Suites Austin University Capitol in Austin, TX is seeking a Front Office Manager to lead the front desk team and uphold our guest‑centered service standard. You will coach staff, ensure smooth check‑in/out, and partner with other departments to deliver memorable experiences.

You will model our values, manage daily operations, and handle guest requests with creativity and professionalism while maintaining safety and budget guidelines, fostering a welcoming hospitality environment.

Responsibilities

• Uphold and role model the company’s values while encouraging your direct reports to embody values that drive collaboration, intuitive service, and trans local hospitality
• Demonstrate passion and aptitude for all aspects of a guest’s experience, coaching your team to handle all guest interactions with the highest level of hospitality and professionalism
• Encourage your team to find creative solutions to accommodate guest requests whenever possible
• Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes, enabling a personalized touch
• Collaborate with and coach your team to complete the necessary activities for the day to ensure standards are achieved and a supportive environment
• Be knowledgeable in safety, security, satisfaction, and well-being of guests and associates; respond swiftly in emergencies and ensure proper procedures
• Maintain proper par on all operation supplies within budget
• Act as a key partner with the General Manager and leadership team to deliver the best guest experience
• Participate in recruitment, training, scheduling, supervising, coaching, and motivation of Guest Services associates
• Support succession planning in the department and develop future talent
• Execute property events for in‑house and future guests
• Foster open lines of communication via daily line ups and leadership meetings to align on priorities
• Coach and mentor the team to grow skills and address root causes of issues
• Coordinate with Housekeeping and Engineering to keep facilities and rooms in optimal condition
• Monitor reservation channels and ensure accurate data collection per standards
• Champion departmental initiatives and train associates on their purpose
• Maintain regular communication with the General Manager to discuss plans and needs

Job description

Hampton Inn & Suites Austin University Capitol in Austin, TX is seeking a Front Office Manager to lead the front desk team and uphold our guest‑centered service standard. You will coach staff, ensure smooth check‑in/out, and partner with other departments to deliver memorable experiences.

You will model our values, manage daily operations, and handle guest requests with creativity and professionalism while maintaining safety and budget guidelines, fostering a welcoming hospitality environment.