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

Horseshoe Bay Resort•Austin, TX

About The Position

The Dual Assistant General Manager supports the General Manager in leading operations across two IHG-branded properties: a lifestyle full-service hotel, Hotel Indigo, and a focused-service hotel, Holiday Inn Express. The role supports guest and employee satisfaction, financial performance, sales and revenue generation, and return on investment. It assists in developing and implementing property-wide strategies and ensuring brand service strategies and initiatives meet or exceed guest expectations. The AGM also builds relationships with key customers and participates in the sales process. The position provides direct leadership and operational oversight of the Front Office, including daily front desk activity, guest services, staffing, service recovery, and the guest arrival and departure experience. It partners with other departments to coordinate services, monitors guest satisfaction and operational performance, supports financial controls and regulatory compliance, and helps develop associates and departmental leaders. The AGM assumes additional property leadership responsibilities when the General Manager is absent.

Requirements

Minimum 3–5 years of progressive hotel operations experience, preferably in a luxury, upscale, or full-service hotel environment.
Minimum 2 years of Front Office supervisory or management experience, with demonstrated 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.
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 familiarity with 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 operations at both properties, including operational efficiency, financial performance, guest satisfaction, and brand compliance.
Provide direct leadership and operational oversight of the Front Office department and its daily activities, including check-ins, check-outs, room assignments, guest requests, billing, and service recovery.
Maintain brand standards and service expectations, particularly during guest arrival and departure.
Maintain a visible presence in lobby and Front Office areas and proactively engage with guests and associates.
Coordinate with Housekeeping, Engineering, Reservations, and other departments to support communication, room readiness, and guest services.
Monitor guest satisfaction scores, feedback, and service-related performance metrics; implement improvement plans.
Support operational oversight of property departments and assist department leaders in maintaining service standards, productivity, and consistency.
Promote fair treatment and open-door policies and foster a positive, respectful, and inclusive work environment.
Ensure effective key control, cash handling, safety, and security procedures.
Support compliance with local, state, and federal regulations, including licensing, permits, and workplace safety requirements.
Assist with accounts payable, accounts receivable, petty cash, payroll, purchasing, end-of-period reporting, and banking procedures.
Review financial statements, labor reports, operational performance, and departmental expenses to identify opportunities to improve productivity, cost management, and profitability.
Monitor Front Office labor expenses, 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 annual quality audits, brand inspections, and corrective action plans.
Guide and support the Front Office team and assist the General Manager with departmental leaders’ development and performance.
Lead by example and demonstrate professionalism, accountability, enthusiasm, and commitment to luxury service excellence.
Provide hands-on operational support during peak arrivals and departures, high-occupancy days, and other operational demands.
Coach and develop Front Office 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 departmental leaders with staffing schedules based on occupancy 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.
Assist supervisors and managers with performance management, coaching, counseling, and associate development in partnership with People & Culture.
Monitor Front Office indicators including guest satisfaction, loyalty recognition, upselling, service recovery, and operational efficiency.
Encourage collaboration between Front Office and other departments.
Solicit feedback from associates, guests, and department leaders and implement operational improvements.
Support associate engagement, recognition, and retention initiatives.
Escalate and resolve complex guest concerns and operational challenges in a timely and professional manner.
Assume additional property leadership responsibilities in the General Manager’s absence.
Extend professionalism and courtesy to guests, remain approachable, and provide excellent customer service.
Motivate staff to address guest and employee concerns, take proactive approaches to concerns, and help employees understand and exceed guests’ changing expectations.
Perform other duties as assigned and needed.