Front Desk Supervisor

HEI Hotels & Resorts; Pasadena (CA); On-site; USD 34,000 - 36,000; Full time

Benefits offered by this job

Free meals

Health benefits

Retirement plan

Travel discounts

401(k) Savings

Job summary

HEI Hotels & Resorts in Pasadena seeks a Front Office host to support the Front Office Manager in delivering exceptional guest experiences, efficient check-in/check-out, and accurate handling of payments. You will greet guests, provide local information, maintain smooth operations, and help resolve issues with a calm and professional approach.

The role emphasizes strong communication, reliability, and the ability to work at the front desk, including busy periods.

Qualifications

• One year experience in customer service in hospitality or similar industry.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

• Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction and quality service.
• Greet guests immediately with a friendly and sincere welcome and provide accurate information such as outlet hours and local attractions.
• Complete the registration process and promote HEI Hotels and Resorts marketing programs.
• Verify and imprint credit cards, handle cash, and balance a house bank.
• Answer the telephone promptly and relay messages to guests.
• Remain calm during emergencies and resolve customer complications through thorough research and appropriate action.
• Provide clear direction to staff and ensure attendance rules are followed.
• Perform other job-related duties as assigned.

Skills

Customer service

Communication

Mathematical skills

Computer literacy

Front desk experience

Guest relations

Job description

About Us

Surround yourself with modern comforts at the Westin Pasadena. Elevate your career working near Historic Old Town Pasadena, Rose Bowl Stadium, Pasadena City Hall, museums, and restaurants. Be part of a group of people who are passionate about the Hospitality Industry. When you join our Team, you will receive competitive compensation, benefits and PTO programs. Our associates are also eligible to take advantage of life-needs such as health and wellness, a robust retirement plan, travel benefits, product and service discounts with all Marriott brands worldwide, and much more! Daily our associates enjoy a free meals in our spacious associate cafeteria. Monthly we have a Town Hall meeting celebrating our associates, special delights from our Chef, and prizes. Join our commitment to our community with one of our monthly volunteer activities throughout the city. Come see us today to learn more!

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!
We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

Salary Range: $25.00 - $26.00 HourlyTipped/Service Charge Eligible? NoDiscretionary Performance Bonus Eligible? No

Overview

Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

Essential Duties and Responsibilities

• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement.

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.

• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote *HEI Hotels and Resorts and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out.

• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler's checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

• Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

• Communicate both verbally and in writing to provide clear direction to staff.

• Comply with attendance rules and be available to work on a regular basis.

• Perform any other job‑related duties as assigned.

Qualifications and Skills

• One year experience in customer service in hospitality or similar industry.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

• Ability to access and accurately input information using a moderately complex computer system.

• Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation.

• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

• Ability to establish and maintain effective working relationships with associates, customers and patrons.

• Effective verbal and written communication skills.

• *Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

• HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!
• For your physical and mental wellness we offer competitive Medical and Dental
• programs through Anthem Blue Cross Blue Shield as well as
• Vision insurance programs
• through EyeMed.
• Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.
• HEI also provides pet insurance through the ASPCA.
• For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.
• Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.
• Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.