Front Office - Front Office Supervisor

Pacific Hospitality Group; Napa (CA); On-site; USD 31,000 - 44,000; Full time

Job summary

Pacific Hospitality Group is hiring a Front Office Supervisor for the Meritage Resort and Spa in Napa. You will lead Front Desk, PBX, Bell/Valet teams to deliver Forbes-level service and seamless guest experiences in a luxury resort setting.

The role emphasizes upsell opportunities, guest escalations, and collaboration across hotel departments while upholding safety, policy and operational standards.

Qualifications

• Minimum 2–3 years of front office or guest services experience in a luxury hotel or resort.
• Previous supervisory or leadership experience preferred.
• Strong passion for luxury hospitality and creating elevated guest experiences.
• Proven ability to lead teams in a fast-paced, high-volume environment while maintaining professionalism.
• Excellent communication, conflict resolution, and interpersonal skills.
• Ability to handle guest escalations and service recovery with diplomacy.
• Experience with hotel PMS systems, POS systems, and Microsoft Office.

Responsibilities

• Supervise Front Desk Agents, Bell and Valet to ensure seamless daily operations.
• Lead with a strong lobby presence, coaching and mentoring team members.
• Deliver personalized guest experiences, anticipate needs and handle escalations.
• Drive upsell and revenue opportunities while maintaining guest focus.
• Manage arrivals, departures, room inventory, billing, cashiering and audits.
• Collaborate with Housekeeping, Engineering, Security, Reservations and F&B.
• Support onboarding, training, scheduling and performance development.
• Maintain PCI, cash handling and safety compliance.

Skills

Front office leadership

Guest services

PMS systems

POS systems

Cash handling procedures

Team coaching

Education

Bachelor's degree in Hospitality

Tools

Hotel PMS

Microsoft Office

POS systems

Job description

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people's lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.

Our Guiding Principles:

Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment

The hourly range for this opportunity is $27.00 an hour.

Position Summary

The Front Office Supervisor supports the Director of Front Office in leading daily front office operations for the Meritage Resort and Spa. This role drives a seamless execution of guest arrival and departure experiences while maintaining Forbes-level hospitality standards.

The Front Office Supervisor provides hands-on leadership for Front Office Agents, PBX, and Bell/Valet teams, ensuring exceptional service delivery, operational efficiency, and elevated guest engagement throughout the resort experience. This position plays a key role in driving upsell and revenue opportunities, resolving guest escalations, maintaining departmental standards, and fostering a collaborative and service-focused culture.

The ideal candidate is a polished hospitality professional who thrives in a fast-paced luxury environment, leads by example, and is passionate about creating memorable guest experiences.

What You Will Accomplish

Key Responsibilities

• Supervise and support Front Desk Agents, Bell, and Valet team members to ensure seamless daily operations, service excellence, and adherence to company standards.
• Lead by example through a strong lobby presence, coaching and mentoring team members while fostering a culture of professionalism, accountability, and exceptional guest service.
• Deliver elevated and personalized guest experiences by anticipating guest needs, handling service recovery and escalations, and ensuring VIP arrivals, special requests, and loyalty recognition standards are executed flawlessly.
• Drive operational excellence through effective management of arrivals, departures, room inventory, billing accuracy, cashiering procedures, and audit compliance.
• Identify opportunities to maximize room upsells, resort experiences, and revenue generation while maintaining a guest-focused approach.
• Partner closely with Housekeeping, Engineering, Security, Reservations, Food & Beverage, and fellow Front Office leaders to ensure seamless communication and resort operations.
• Support onboarding, training, scheduling, and performance development initiatives to enhance team engagement and operational consistency.
• Maintain compliance with company policies, safety procedures, cash handling standards, PCI requirements, and OSHA guidelines while promoting a safe and professional work environment.

What You Will Bring

Qualifications

• Minimum 2-3 years of front office or guest services experience in a luxury hotel or resort environment.
• Previous supervisory or leadership experience preferred.
• Strong passion for luxury hospitality and creating elevated guest experiences.
• Proven ability to lead teams in a fast-paced, high-volume environment while maintaining professionalism and composure.
• Excellent communication, conflict resolution, and interpersonal skills.
• Ability to handle guest escalations and service recovery situations with confidence and diplomacy.
• Strong organizational skills with attention to detail and operational accuracy.
• Experience with hotel PMS systems, POS systems, and Microsoft Office applications.
• Understanding of front office operations including reservations, cashiering, room inventory management, and guest relations.
• Ability to work flexible schedules including evenings, weekends, holidays, and peak occupancy periods.

Great If You Have

• Bachelor’s degree in Hospitality Management or related field.
• Experience in Forbes Four-Star or luxury resort operations.
• Knowledge of Napa Valley hospitality, wineries, dining, and local attractions.
• Bilingual communication skills.
• Experience driving upsell initiatives and guest engagement programs.

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We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.