Guest Relations Manager

Situated in Downtown’s Second Street District, Austin Proper Hotel & Residences is a luxury lifestyle hotel in Austin, just steps from Lady Bird Lake, the legendary Austin City Limits music venue and nearby boutiques. With inspiring interiors by Kelly Wearstler and culinary offerings in collaboration with MML Hospitality, Austin Proper offers 238 rooms and suites, a dedicated spa and fitness center, and 9,500 square feet of meeting and event spaces, including a rooftop pool deck offering small-batch tequilas and majestic lake views. Anything less just wouldn’t be Proper.

Job Overview

The Guest Relations Manager will be responsible for ensuring the highest levels of guest satisfaction by ensuring that all FOPs and High-Profile guests have a flawless experience while staying at the Austin Proper Hotel. They will also be a role model for Proper Hospitality and Forbes Five Star Service Standards, while maintaining excellent communication and work relationships in all hotel areas and with internal and external guests.

Responsibilities

Guest Relations Management:

• Oversee all guest relations operations.
• Ensure prompt and efficient resolution of guest complaints, concerns, and special requests.
• Act as a liaison between guests and various hotel departments to ensure seamless communication and guest satisfaction.
• Monitor guest feedback and reviews to identify areas of improvement and implement appropriate actions.

FOP and High-Profile Guest Services:

• Provide personalized services and attention to FOP and high-profile guests.
• Coordinate with relevant departments to fulfill special requests, arrange transportation, and manage reservations for FOP guests.
• Anticipate guest needs and preferences, ensuring all requirements are met to enhance their experience.

Training and Development:

• Assist in training and developing staff on service standards, hotel policies, and procedures.
• Foster a positive and motivated work environment, promoting teamwork and exceptional service delivery.

Guest Experience Enhancement:

• Collaborate with other departments to develop and implement guest experience enhancement initiatives.
• Recommend improvements to service procedures and standards to enhance guest satisfaction.

Qualifications

• 3-5 years’ experience working Front Desk, Guest Relations, or Front Office
• Possess strong leadership, communication, organization, and relationship skills
• A true desire to exceed guest expectations in a fast-paced lifestyle luxury environment
• Capable of producing a consistent product in a timely manner
• Able to communicate effectively with the management team, guests, and colleagues
• Team builder and ability to collaborate

Required Skills/Abilities:

• Ability to break down barriers and resolving potential conflicts swiftly and effortlessly
• Strong communication and presentation skills to all levels of management
• Ability to think outside the box and approach all issues with a completely fresh approach
• Ability to anticipate needs and over deliver wherever possible
• Ability to change direction and work on multiple projects aspects at once
• Enthusiastic, passionate, able to enthuse and motivate others

Company Overview

Proper Hospitality is made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: There is a right way to do things and anything less just isn’t proper. We are seeking out the “best of the best” from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle Hospitality Company inspired by a centuries-old tradition. The work is challenging, fast-paced, and rewarding above all.

Proper Hospitality provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category.

Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.