Job Description
Join the vibrant heart of Austin's hospitality scene at The Austin Grand Hotel. We're seeking an exceptional Guest Services Manager to lead our front desk operations and deliver unforgettable experiences for our discerning guests. Located downtown with iconic skyline views, our luxury property combines Southern charm with modern sophistication. As a key member of our leadership team, you'll shape our service culture while enjoying competitive benefits, professional development opportunities, and an unbeatable location in the Live Music Capital of the World.
Responsibilities
- Oversee daily front desk operations including check-in/out, room assignments, and VIP guest coordination
- Lead and mentor a team of 8-10 hospitality professionals through coaching and performance management
- Resolve escalated guest inquiries and complaints with professionalism and discretion
- Collaborate with housekeeping, concierge, and F&B departments to ensure seamless service delivery
- Implement and optimize guest service protocols while maintaining brand standards
- Analyze operational metrics to identify improvement opportunities and drive revenue growth
- Train staff on new technologies and hospitality best practices
- Manage departmental budget and inventory control for guest amenities
Qualifications
- 5+ years in luxury hotel guest services with 2+ years in supervisory/management role
- Proven expertise in Opera/PMS systems and hotel management software
- Exceptional conflict resolution and interpersonal communication skills
- Bachelor's degree in Hospitality Management or equivalent experience
- Texas Food Handler and Alcohol Beverage Commission certifications required
- Strong analytical abilities with experience in revenue management reporting
- Ability to work flexible shifts including nights, weekends, and holidays
- Fluency in English; Spanish proficiency highly valued