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About the Role
The Director of Guest Services is responsible for leading, supervising, and managing the Front Desk, Night Audit, Accounting, Concierge, Guest Services, and Reservations departments. This role ensures attentive, courteous, and efficient service to all guests while maximizing revenue and occupancy. The Director is expected to develop and promote superior service skills and manage reservation calls, accounts payable, and accounts receivable, collaborating with other departments as needed.
Responsibilities
- Interview, select, train, schedule, coach, and support associates.
- Create action plans to address guest service deficiencies.
- Practice safe work habits and follow safety standards.
- Oversee property accounting functions, including accounts payable and receivable.
- Maintain regular attendance according to hotel needs.
- Check guests in and out in a professional and personalized manner.
- Ensure compliance with brand standard operating procedures and policies.
- Maintain and update personnel and payroll records.
- Prepare and submit reports to management.
- Communicate accurately and effectively with guests and associates.
- Proactively address guest concerns and ensure appropriate amenities and services.
- Assist in the overall F&B operation.
- Oversee vendor and personnel contracts within the department.
- Monitor front office financial operations and ensure compliance with accounting controls.
- Increase departmental and overall guest satisfaction scores.
- Set goals and expectations for direct reports and hold staff accountable.
- Serve as Manager on Duty.
- Conduct monthly one-on-one and departmental meetings.
- Communicate hotel emergency procedures and assist guests during emergencies.
- Review reports and financial statements to determine divisional performance against budget.
- Assist with other management-requested tasks.
Requirements
- A team player with a heart for hospitality.
- Entrepreneurial and innovative mindset.
- Long-term thinking.
- Customer-focused approach.
- Ability to adapt to change quickly.
- Commitment to sharing and togetherness.
- Awareness of the importance of a good reputation.
- Excellent communication skills.
- Naturally curious and skilled in problem-solving through listening.
- Comfortable following directions and guidelines.
- Capable of exerting up to 60 pounds of force occasionally.
- Capable of standing for an entire shift or extended periods.
- Capable of reaching overhead, utilizing both hands, leaning over, stooping, and kneeling.
- Six months of related experience in hospitality or a service industry is a plus.
- Eager to be part of a great work culture and team.
Skills
- Hospitality
- Customer Service
- Leadership
- Supervision
- Front Desk Operations
- Night Audit
- Accounting
- Concierge Services
- Guest Services
- Reservations Management
- Revenue Management
- Sales
- Communication (Oral and Written)
- Problem-Solving
- Teamwork
- Adaptability
- Financial Operations
- Vendor Management
- Personnel Management
- Payroll Management
- Reporting
- Emergency Procedures
Location
- Austin, Texas
Work Type
- Full-time
Experience Level
- Director Level
Benefits
- PTO
- Hotel and restaurant discounts at select LodgeWorks properties
- Health, vision, and dental benefits
- 401(k) plans with matching contributions
- Paid holidays
- Short-term and long-term disability (company sponsored)
- Referral bonuses
- Flexible spending accounts
About the Company
- LodgeWorks is a privately held hotel development and management company.
- Operates 18 hotels, including the Archer Hotel collection and other brands like Hyatt Place, Hyatt House, Aloft, Hilton Garden Inn, and Hampton Inn.
- Has a rich 35+ year history and is considered an industry innovator.
- Maintains a strong family culture with over 950 employees nationwide.
- Grounded in Midwestern hospitality.
- Archer Hotel Austin is a Texas-chic boutique hotel located at Domain NORTHSIDE, featuring 171 guest rooms, suites, an on-site bar, a pool patio, and extensive meeting/event space.
- Archer Hotel Austin is a AAA Four Diamond, Forbes Four-Star hotel and part of the award-winning Archer Hotel collection.
Equal Opportunity
- LodgeWorks is an equal opportunity employer and values diversity at our company.
- We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.