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

Crescent Careers•Austin, TX

About The Position

The Dual Assistant General Manager supports the General Manager in leading operations across Hotel Indigo Austin and Holiday Inn Express. The role supports guest and employee satisfaction, financial performance, sales and revenue generation, and return on investment, while helping develop and implement property-wide strategies and uphold brand service standards. The position has direct leadership and operational oversight of the Front Office and supports operational consistency across both properties and their departments. The AGM maintains a visible presence with guests and associates, coordinates with other departments, monitors service and financial performance, and supports compliance with brand standards, regulations, and operating procedures. The role coaches and develops Front Office associates and supervisors, supports recruitment and scheduling, addresses guest and employee concerns, and assumes additional property leadership responsibilities when the General Manager is absent.

Requirements

At least 3–5 years of progressive hotel operations experience, preferably in a luxury, upscale, or full-service hotel environment.
At least 2 years of supervisory or management experience in Front Office operations, with success leading and developing teams.
Strong working knowledge of Front Office operations, including guest services, reservations, room inventory management, billing, and service recovery.
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.
Demonstrated ability to coach, train, and develop associates while driving accountability, engagement, and guest satisfaction.
Experience managing guest concerns and resolving complex service issues professionally and with personalized service.
Proficiency with hotel Property Management Systems (PMS) and Microsoft Office applications.
Strong leadership, organizational, communication, and problem-solving skills, with the ability to manage competing priorities in a fast-paced hotel environment.

Nice To Haves

Previous experience as an Assistant General Manager, Front Office Manager, Assistant Front Office Manager, or similar hotel leadership role.
Experience with Marriott systems such as FOSSE or Opera.
Experience working with guest satisfaction metrics, quality assurance programs, and brand compliance requirements.

Responsibilities

Support the General Manager in overseeing daily hotel operations across both properties, including operational efficiency, financial performance, guest satisfaction, and brand compliance.
Provide direct leadership and operational oversight of the Front Office, including check-ins, check-outs, room assignments, guest requests, billing accuracy, and service recovery.
Maintain brand standards, service expectations, and operational procedures, particularly for the guest arrival and departure experience.
Maintain a visible presence in lobby and Front Office areas and engage proactively with guests and associates.
Coordinate with Housekeeping, Engineering, Reservations, and other departments to support room readiness and guest services.
Monitor guest satisfaction scores, feedback, and service metrics; implement action plans to improve performance.
Support department leaders in maintaining service standards, productivity, and operational consistency.
Promote fair treatment and open-door policies and foster a respectful, inclusive work environment.
Ensure key control, cash handling, safety, and security procedures are followed, and support compliance with applicable regulations and workplace safety requirements.
Assist with accounts payable and receivable, petty cash, payroll, purchasing, end-of-period reporting, and banking procedures.
Review financial statements, labor reports, operating performance, and expenses to identify opportunities for productivity, cost management, and profitability.
Monitor Front Office labor, staffing, and operating costs against occupancy forecasts, business demands, and budgets.
Ensure compliance with corporate accounting policies, financial controls, and operating procedures.
Assist the General Manager and Regional Director with quality audits, brand inspections, and corrective action plans.
Lead, guide, and support the Front Office team and assist with the development and performance of departmental leaders.
Provide hands-on Front Office support during peak periods and other operational demands.
Coach and develop associates and supervisors in guest engagement, service recovery, problem-solving, and brand service standards.
Support recruitment, onboarding, training, and ongoing development of Front Office associates.
Assist with staffing schedules based on forecasts, business levels, labor budgets, and guest needs.
Establish performance expectations with the General Manager and hold associates and leaders accountable for operational and service standards.
Conduct Front Office meetings, pre-shift briefings, and coaching conversations to communicate priorities and address concerns.
Support performance management, constructive coaching, counseling, and associate development with People & Culture.
Monitor Front Office performance indicators, including guest satisfaction, loyalty recognition, upselling, service recovery, and operational efficiency.
Promote teamwork between the Front Office and other departments and solicit feedback to identify and implement improvements.
Support associate engagement, recognition, and retention initiatives.
Escalate and resolve complex guest concerns and operational challenges professionally and promptly.
Assume additional property leadership responsibilities in the General Manager’s absence.
Provide courteous customer service, encourage staff to resolve guest and employee concerns, and take proactive approaches to guest and employee needs.
Perform other duties as assigned and needed.