Dual Assistant General Manager | Hotel Indigo Austin & Holiday Inn Express

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 Dual Assistant General Manager (AGM) supports the General Manager in leading all aspects of hotel operations across two distinct IHG-branded properties: a lifestyle full-service hotel (Hotel Indigo) and a focused service hotel (Holiday Inn Express). The AGM is responsible for supporting all aspects of the operation including guest and employee satisfaction, financial performance, sales and revenue generation and delivering a return on investment. Assists the General Manager in leading the team in the development and implementation of property-wide strategies. Ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. Builds relationships with key customers and is involved in the sales process.

CORE WORK ACTIVITIES

• Supports the General Manager in overseeing daily hotel operations, ensuring operational efficiency, financial performance, guest satisfaction, and compliance with brand standards.

• Provides direct leadership and operational oversight of the Front Office department, ensuring consistent execution of front desk operations, guest services, and luxury hospitality standards.

• Ensures all brand standards, service expectations, and operational procedures are consistently maintained throughout the property, with particular emphasis on the guest arrival and departure experience.

• Oversees daily Front Office activities, including guest check-ins and check-outs, room assignments, guest requests, billing accuracy, and service recovery.

• Maintains a visible presence in the lobby and Front Office areas, proactively engaging with guests and associates to identify opportunities to enhance the overall guest experience.

• Partners with Housekeeping, Engineering, Reservations, and other departments to ensure effective communication, room readiness, and seamless coordination of guest services.

• Monitors guest satisfaction scores, guest feedback, and service-related performance metrics, implementing action plans to address opportunities for improvement.

• Supports the operational oversight of all property departments, assisting department leaders with maintaining service standards, productivity, and operational consistency.

• Promotes and supports the Guarantee of Fair Treatment and Open-Door policies, fostering a positive, respectful, and inclusive work environment.

• Ensures effective key control, cash handling, safety, and security procedures are established and consistently followed.

• Supports compliance with applicable local, state, and federal regulations, including licensing, permits, and workplace safety requirements.

• Assists with financial and accounting functions, including accounts payable, accounts receivable, petty cash, payroll, purchasing, end-of-period reporting, and banking procedures.

• Reviews financial statements, labor reports, operational performance, and departmental expenses to identify opportunities for improved productivity, cost management, and profitability.

• Monitors Front Office labor expenses, staffing levels, and departmental operating costs to ensure alignment with occupancy forecasts, business demands, and established budgets.

• Ensures compliance with corporate accounting policies, financial controls, and established operating procedures.

• Assists the General Manager and Regional Director with annual quality audits, brand inspections, and the implementation of corrective action plans.

• Provides direct leadership, guidance, and support to the Front Office team while assisting the General Manager with the overall development and performance of departmental leaders.

• Maintains an approachable and visible leadership presence, ensuring associates feel supported, informed, and empowered to deliver exceptional guest experiences.

• Leads by example, consistently demonstrating professionalism, accountability, enthusiasm, and a commitment to luxury service excellence.

• Actively participates in daily Front Office operations, providing hands-on support during peak arrival and departure periods, high-occupancy days, and other operational demands.

• Coaches and develops Front Office associates and supervisors in guest engagement, service recovery, problem-solving, and the consistent delivery of brand service standards.

• Supports the recruitment, onboarding, training, and ongoing development of Front Office associates, ensuring team members have the knowledge and resources necessary to perform their responsibilities successfully.

• Assists departmental leaders with preparing schedules based on occupancy forecasts, business levels, labor budgets, and anticipated guest needs, ensuring appropriate staffing levels.

• Establishes clear performance expectations in partnership with the General Manager and holds associates and departmental leaders accountable for operational and service standards.

• Conducts regular Front Office meetings, pre-shift briefings, and individual coaching conversations to communicate priorities, reinforce service expectations, and address operational concerns.

• Assists supervisors and managers with performance management, constructive coaching, counseling, and associate development in partnership with People & Culture.

• Monitors Front Office performance indicators, including guest satisfaction, loyalty recognition, upselling opportunities, service recovery, and operational efficiency.

• Encourages teamwork and collaboration between the Front Office and other operational departments to ensure a consistent and seamless guest experience.

• Solicits feedback from associates, guests, and department leaders to identify opportunities for continuous improvement and implement meaningful operational enhancements.

• Supports associate engagement, recognition, and retention initiatives to promote a positive workplace culture and strengthen overall team performance.

• Serves as a point of escalation for complex guest concerns and operational challenges, demonstrating sound judgment, professionalism, and a commitment to timely resolution.

• Assumes additional property leadership responsibilities in the absence of the General Manager, ensuring continuity of operations and adherence to established service expectations.

• Extends professionalism and courtesy to guests at all times.

• Motivates and encourages staff to solve guest and employee related concerns.

• Provides excellent customer service by being readily available/approachable for all guests.

• Takes proactive approaches when dealing with guest concerns.

• Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them.

• Takes proactive approaches when dealing with employee concerns.

• Performs other duties as assigned and needed

Education and Experience

• Minimum of 3–5 years of progressive hotel operations experience, preferably within a luxury, upscale, or full-service hotel environment.

• Minimum of 2 years of supervisory or management experience within Front Office operations, with demonstrated success in leading and developing high-performing teams.

• Previous experience as an Assistant General Manager, Front Office Manager, Assistant Front Office Manager, or similar hotel leadership role preferred.

• Strong working knowledge of Front Office operations, including guest services, reservations, room inventory management, billing procedures, and service recovery.

• Demonstrated experience managing daily hotel operations, coordinating across departments, and maintaining brand standards and operational efficiency.

• Experience with hotel financial management, including budgeting, labor management, payroll, expense control, and departmental performance analysis.

• Proven ability to coach, train, and develop associates while driving accountability, engagement, and guest satisfaction.

• Experience managing guest concerns and resolving complex service issues while maintaining a high level of professionalism and personalized service.

• Proficiency with hotel Property Management Systems (PMS), preferably Marriott systems such as FOSSE or Opera, and familiarity with Microsoft Office applications.

• Experience working with guest satisfaction metrics, quality assurance programs, and brand compliance requirements.

• Strong leadership, organizational, communication, and problem-solving skills, with the ability to manage competing priorities in a fast-paced hotel environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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