Front Desk Manager

Description

Located in the heart of Austin’s vibrant Red River Cultural District, the Hotel Indigo Austin Downtown - University blends boutique style with the energy and creativity that define downtown Austin. Steps away from iconic live music venues, nightlife, dining, and the Austin Convention Center, our hotel delivers an experience that is uniquely local, modern, and full of character. Guests enjoy thoughtfully designed accommodations, elevated service, a rooftop pool and bar, and locally inspired food and beverage concepts including Urban Pour Social. At Hotel Indigo, we create memorable stays by combining authentic hospitality with the culture, music, and spirit of Austin.

The Front Office Manager is responsible for overseeing the daily operations of the Front Desk and Guest Services team to ensure an exceptional guest experience from arrival to departure. This leader drives service excellence, operational efficiency, and team accountability while fostering a positive and engaging culture aligned with the Hotel Indigo brand experience.

The ideal candidate is a hands-on hospitality leader who thrives in a fast-paced environment, leads by example, and is passionate about delivering memorable guest experiences through personalized service, strong leadership, and operational excellence.

ESSENTIAL JOB FUNCTIONS:

Guest Experience & Service Excellence

• Lead the Front Office team in delivering exceptional guest service and creating memorable guest experiences.
• Ensure all guests are greeted warmly and professionally while maintaining Hotel Indigo brand standards.
• Resolve guest concerns and service recovery situations promptly and professionally.
• Monitor guest feedback, online reviews, and guest satisfaction scores to identify improvement opportunities.
• Promote a culture focused on hospitality, responsiveness, and attention to detail.

Leadership & Team Management

• Supervise, coach, train, and develop Front Desk Agents, Night Audit, and Guest Services associates.
• Conduct daily stand-up meetings and communicate operational updates, VIP arrivals, group activity, and service expectations.
• Support recruiting, onboarding, scheduling, performance management, and associate engagement initiatives.
• Foster a positive work environment built on teamwork, accountability, professionalism, and respect.
• Ensure proper coverage and labor management while maintaining operational efficiency.

Operations & Financial Performance

• Oversee daily front office operations including check-ins, check-outs, room assignments, cash handling, and billing accuracy.
• Ensure compliance with all hotel policies, procedures, and brand standards.
• Review daily reports, room inventory, arrivals/departures, and occupancy forecasts.
• Partner closely with Housekeeping, Engineering, Sales, and Food & Beverage to ensure smooth hotel operations.
• Assist in managing labor costs, payroll accuracy, scheduling, and departmental expenses.
• Ensure compliance with safety, security, and emergency procedures.

Systems & Administrative Responsibilities

• Maintain knowledge of hotel systems including PMS, POS, and other operational platforms.
• Ensure accurate completion of shift reports, audits, and daily logs.
• Monitor rate integrity, room status accuracy, and reservation procedures.
• Support training initiatives and operational audits as needed.

Qualifications

• Minimum 2 years of hotel Front Office leadership experience preferred.
• Strong understanding of hotel operations, guest service standards, and front desk procedures.
• Previous experience with hotel property management systems preferred.
• Excellent communication, leadership, and conflict-resolution skills.
• Ability to lead in a fast-paced, high-volume environment.
• Strong organizational skills and attention to detail.
• Flexible schedule including evenings, weekends, and holidays as business levels require.

Preferred Qualifications

• Experience within lifestyle, boutique, or branded hotel environments preferred.
• Knowledge of IHG brand standards is a plus.
• Bilingual abilities are a plus.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to work in a fast-paced hospitality environment.

Why Join Us?

At Hotel Indigo Austin Downtown - University, we celebrate individuality, local culture, and authentic hospitality. Our team members play an important role in creating meaningful guest experiences while growing their careers in a dynamic and energetic downtown Austin environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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