Assistant Front Office Manager -- Cassara

Grand Pacific Resorts, Inc.; Carlsbad (CA); On-site; Full time

Job summary

A leading hospitality company is seeking a Guest Services Supervisor to oversee daily operations and ensure maximum guest satisfaction. The ideal candidate will have strong leadership and customer service skills, with experience in front desk operations. Responsibilities include training staff, managing guest interactions, and maintaining operational standards. This full-time position offers a competitive hourly wage and the opportunity to work in a dynamic environment.

Qualifications

• 2-3 years of front desk experience required.
• 1-year supervisory experience required.

Responsibilities

• Oversee daily operations of Guest Services Departments.
• Ensure staff meets hotel standards for guest satisfaction.
• Lead training for departments like Front Desk and Bell.

Skills

Effective communication

Customer service

Leadership

Attention to detail

Education

High school diploma or equivalent

Job description

Job Details

Job Location: Grand Pacific Hotel Services LP - Carlsbad, CA

Position Type: Full Time

Salary Range: $25.00 - $27.00 Hourly

Description

Position Purpose

Oversee the daily operations of the Guest Services Departments. Ensure that staff meets hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments in the absence of the Front Office Manager.

Essential Functions

1. Ensure front desk follows the WELCOME process, understands Marriott BONVOY membership, uses the 10/5 rule, and that check-out processes are efficient. Observe front desk agents to ensure procedures are followed according to policy, including proper guest interactions, identification, information input, credit handling, and accurate processing of transactions.
2. Ensure duties are completed according to policy, including courteous call handling, guest complaint resolution, and accurate input of requests into GPX. Follow up on requests and ensure timely completion.
3. Oversee training for departments such as Front Desk, PBX, Bell, Marketplace, and Corporate Lounge. Organize breaks and monitor checklists for accuracy and timeliness.
4. Assist with Bell Department operations in the absence of captains, ensuring lounge operations are timely and efficient.
5. Lead by example in punctuality and preparedness. Review VIP and special requests, balance house and block rooms, and coordinate with other departments. Monitor room availability and departure status daily. Ensure inventory and printing supplies are ordered. Relay information to relevant departments and ensure Night Audit processes are accurate, including Marriott/BONVOY redemptions.
6. Complete daily reports, associate audits, and forms. Track upgrades, call-offs, and complaints. Assist with hiring, onboarding, and payroll paperwork. Ensure guest accounts are accurate and handle departmental invoicing and budgeting.
7. Perform guest requests and ensure all tickets are closed. Maintain a clean work area.
8. Maintain knowledge of hotel groups and events to adjust staffing as needed. Uphold professional appearance and enforce safety standards.
9. Perform additional duties and projects as assigned. Monitor and follow safety and sanitation guidelines, including COVID-19 regulations.
10. Work flexible schedules, including weekends and holidays.

Knowledge, Skills, and Abilities

• Proficiency in spoken and written language used in the workplace.
• Effective communication skills, both verbal and written.
• Extensive knowledge of hotel services and facilities.
• Excellent customer service and leadership skills.
• Attention to detail and organizational abilities.
• Basic computational and computer skills.
• Knowledge of relevant laws and regulations.

Qualifications

Education & Experience

• High school diploma or equivalent preferred.
• 2-3 years of front desk experience required.
• 1-year supervisory experience required.
• Management experience preferred.

Licenses or Certificates

• Ability to obtain necessary licenses or permits.
• Valid driver’s license for at least three years with a clean record.
• TIPS certification required.

Grooming and Attendance

Maintain a neat, professional appearance. Regular attendance is essential, with disciplinary actions for irregular attendance or tardiness.

Ownership and Legal

This employment opportunity is offered by Grand Pacific Hotel Services, L.P. Marriott International is not the employer or joint employer. The job description does not constitute a contract of employment; employment is at-will.