Proper Hospitality
Situated in Downtown’s 2nd Street District, Austin Proper Hotel and Residences offers an artful immersion in lifestyle and wellbeing. With an emphasis on collaboration, Austin Proper features both inspired interiors by acclaimed designer Kelly Wearstler and is guided by the culinary creativity of Austin tastemaker MML Hospitality. Essentials include 238 rooms and suites; 99 branded residences; four unique settings for dining and drink; a focus on wellness with a dedicated spa and fitness center; and a variety of atmospheric event spaces. And it wouldn’t be Proper without a 5th floor pool deck offering small-batch tequilas and sunset views.
Position Overview The Assistant Guest Relations Manager is responsible for overseeing and managing all aspects of the guest services department, ensuring that guests receive a seamless, exceptional, and personalized experience during their stay. This includes supervising front desk operations, managing guest requests, resolving complaints, and ensuring that all guest interactions align with the hotel’s high standards of service. The Assistant Guest Relations Manager will work closely with other hotel departments, assist in leading the guest services team, and ensure that the hotel consistently exceeds guest expectations.
Guest Experience Management
Oversee and manage guest services operations, ensuring that all guest requests and needs are met with efficiency, courtesy, and professionalism
Ensure a seamless check-in/check-out process, assisting guests with any special requirements or concerns
Respond promptly and effectively to guest inquiries, ensuring that all interactions are positive and aligned with the hotel’s service standards
Anticipate guest needs and provide personalized services to enhance their experience, such as arranging for special amenities, transportation, or concierge services
Lead, train, and develop the guest services team to provide top-notch service and hospitality
Set clear performance goals, conduct regular performance evaluations, and provide ongoing feedback to staff
Foster a culture of excellence, teamwork, and professionalism, ensuring that the guest services team is motivated, well-trained, and aligned with hotel objectives
Handle and resolve guest complaints or concerns, ensuring that issues are addressed promptly and to the guest's satisfaction
Ensure that all guest feedback, whether positive or negative, is logged and communicated to management for continuous improvement
Implement strategies for preventing recurring guest complaints, working proactively with staff and other departments to address service gaps
Operational Efficiency & Coordination
Coordinate with other hotel departments (e.g., housekeeping, maintenance, food & beverage) to ensure that guest needs are met and services are delivered promptly
Monitor and maintain the department's workflow to ensure efficient operations and high levels of guest satisfaction
Ensure that guest services procedures are being followed consistently and that team members are complying with hotel policies and standards
Guest Services Standards & Procedures
Develop and maintain guest services policies and procedures to ensure consistent service delivery
Ensure that the guest services team adheres to all service standards, including greeting guests, handling reservations, and managing special requests
Regularly review and update guest services procedures to keep them aligned with evolving guest expectations and industry trends
Guest Communication & Relationships
Build strong relationships with guests by providing personalized service and consistently exceeding expectations
Maintain communication with repeat guests and VIPs to ensure a memorable experience and encourage return visits
Ensure that all guest preferences and special requests are recorded and communicated to relevant departments
Assist with guest billing inquiries and discrepancies, ensuring that all charges are accurate and processed in a timely manner
Maintain and update guest records, ensuring confidentiality and security of guest information
Prepare daily reports on guest services activities, including guest feedback, room availability, and any issues that require follow-up
Education and/or Experience
Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred
3+ years of experience in guest services, front desk operations, or a related role within the hospitality industry
Previous leadership or supervisory experience is required
Experience in a hotel or resort environment preferred
Skills/Specialized Knowledge
Exceptional customer service skills, with the ability to handle difficult situations and resolve conflicts professionally
Strong leadership, communication, and interpersonal skills
Ability to multitask and prioritize in a fast-paced environment
Knowledge of hotel management software (e.g., Opera, Marriott, etc.) and office applications (Word, Excel, etc.)
Detail-oriented with excellent organizational and problem‑solving skills
Ability to remain calm under pressure and deliver results in challenging situations
Physical Demands
Ability to stand and walk for extended periods of time
Ability to lift and carry up to 25 pounds (e.g., luggage, guest belongings)
Ability to work in a fast‑paced environment, managing multiple tasks simultaneously
Flexibility to work varying shifts, including evenings, weekends, and holidays as required
Why Join Proper Hospitality At Proper, we build experiences that move people — and that begins with the team behind them. As a best‑in‑class employer, we’re committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together.
Everything we do is grounded in the belief that hospitality is more than a profession - it’s an opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper).
We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career, and a life, that feels as inspiring as the experiences we create for our guests.
Our Commitment: Building the Best Place to Work Our Best Place to Work initiative is a living commitment — a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically.
At Proper, joining the team means more than finding a job — it means joining a community that believes in building beautiful experiences together, for our guests and for one another.
#J-18808-Ljbffr
Position Overview The Assistant Guest Relations Manager is responsible for overseeing and managing all aspects of the guest services department, ensuring that guests receive a seamless, exceptional, and personalized experience during their stay. This includes supervising front desk operations, managing guest requests, resolving complaints, and ensuring that all guest interactions align with the hotel’s high standards of service. The Assistant Guest Relations Manager will work closely with other hotel departments, assist in leading the guest services team, and ensure that the hotel consistently exceeds guest expectations.
Guest Experience Management
Oversee and manage guest services operations, ensuring that all guest requests and needs are met with efficiency, courtesy, and professionalism
Ensure a seamless check-in/check-out process, assisting guests with any special requirements or concerns
Respond promptly and effectively to guest inquiries, ensuring that all interactions are positive and aligned with the hotel’s service standards
Anticipate guest needs and provide personalized services to enhance their experience, such as arranging for special amenities, transportation, or concierge services
Lead, train, and develop the guest services team to provide top-notch service and hospitality
Set clear performance goals, conduct regular performance evaluations, and provide ongoing feedback to staff
Foster a culture of excellence, teamwork, and professionalism, ensuring that the guest services team is motivated, well-trained, and aligned with hotel objectives
Handle and resolve guest complaints or concerns, ensuring that issues are addressed promptly and to the guest's satisfaction
Ensure that all guest feedback, whether positive or negative, is logged and communicated to management for continuous improvement
Implement strategies for preventing recurring guest complaints, working proactively with staff and other departments to address service gaps
Operational Efficiency & Coordination
Coordinate with other hotel departments (e.g., housekeeping, maintenance, food & beverage) to ensure that guest needs are met and services are delivered promptly
Monitor and maintain the department's workflow to ensure efficient operations and high levels of guest satisfaction
Ensure that guest services procedures are being followed consistently and that team members are complying with hotel policies and standards
Guest Services Standards & Procedures
Develop and maintain guest services policies and procedures to ensure consistent service delivery
Ensure that the guest services team adheres to all service standards, including greeting guests, handling reservations, and managing special requests
Regularly review and update guest services procedures to keep them aligned with evolving guest expectations and industry trends
Guest Communication & Relationships
Build strong relationships with guests by providing personalized service and consistently exceeding expectations
Maintain communication with repeat guests and VIPs to ensure a memorable experience and encourage return visits
Ensure that all guest preferences and special requests are recorded and communicated to relevant departments
Assist with guest billing inquiries and discrepancies, ensuring that all charges are accurate and processed in a timely manner
Maintain and update guest records, ensuring confidentiality and security of guest information
Prepare daily reports on guest services activities, including guest feedback, room availability, and any issues that require follow-up
Education and/or Experience
Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred
3+ years of experience in guest services, front desk operations, or a related role within the hospitality industry
Previous leadership or supervisory experience is required
Experience in a hotel or resort environment preferred
Skills/Specialized Knowledge
Exceptional customer service skills, with the ability to handle difficult situations and resolve conflicts professionally
Strong leadership, communication, and interpersonal skills
Ability to multitask and prioritize in a fast-paced environment
Knowledge of hotel management software (e.g., Opera, Marriott, etc.) and office applications (Word, Excel, etc.)
Detail-oriented with excellent organizational and problem‑solving skills
Ability to remain calm under pressure and deliver results in challenging situations
Physical Demands
Ability to stand and walk for extended periods of time
Ability to lift and carry up to 25 pounds (e.g., luggage, guest belongings)
Ability to work in a fast‑paced environment, managing multiple tasks simultaneously
Flexibility to work varying shifts, including evenings, weekends, and holidays as required
Why Join Proper Hospitality At Proper, we build experiences that move people — and that begins with the team behind them. As a best‑in‑class employer, we’re committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together.
Everything we do is grounded in the belief that hospitality is more than a profession - it’s an opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper).
We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career, and a life, that feels as inspiring as the experiences we create for our guests.
Our Commitment: Building the Best Place to Work Our Best Place to Work initiative is a living commitment — a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically.
At Proper, joining the team means more than finding a job — it means joining a community that believes in building beautiful experiences together, for our guests and for one another.
#J-18808-Ljbffr