Front Desk Supervisor — Guest Experience Lead

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

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.