Front Office Supervisor

Pacific Hospitality Group; Huntington Beach (CA); On-site; USD 48,000 - 70,000; Full time

Job summary

Pacific Hospitality Group is seeking a Front Office Supervisor to assist the Front Office Manager in organizing and directing frontline operations. You will help ensure efficiency, professionalism, and guest satisfaction across guest services, registration, and related touchpoints.

Ideal candidates bring a high school diploma, 2+ years in front desk roles, and strong leadership and communication skills to train and mentor staff while resolving guest issues with diplomacy.

Qualifications

• High school diploma or GED (or equivalent).
• 2+ years related experience in front office operations.
• Ability to lead, train and coach team members to meet guest needs.

Responsibilities

• Provides guidance and leadership to Front Office Team Members (Guest Service, Registration, PBX, Bell).
• Ensures arrivals are reviewed, guests checked in/out per procedures, and accurate billing.
• Monitors Room Inventory, PBX, Bell and policy adherence by staff.
• Resolves guest complaints within authority or escalates to management with tact.
• Keeps team informed about hotel products, services and local events.
• Provides training and coaching to staff; may have time-keeping authority.

Skills

Leadership

Guest Service

Communication

Problem Solving

Staff Training

Education

High School Diploma or GED

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

WHAT YOU WILL ACCOMPLISH

TheFront Office Supervisoris responsible forassistingthe Front Office Manager with the planning, organization,developmentand direction of the Front Office operations tooperateat the highest

service standards as they relate to efficiency, professionalism, accuracy, and customer service.

Key responsibilities include:

• Provides guidance and leadership to Front Office Team Members (may include Guest Service and Registration, Room Inventory, PBX/communications, and Bell operations)

• Ensures Guest Services Agents consistently review expected arrivals in advance, check guests in/out of hotel according to procedures, ensureaccurateguest billing, and make reservations outside of hours

• Ensures Team Members in Room Inventory, PBX/communications, Bell, or other areas ofresponsibility areadhering to all established policies and practices.

• Resolves guest complaints within scope of authority; otherwiserefersthe matter to management. Effectively deals with internal and external customers, some ofwhom may requirea high levelof patience,tactand diplomacy

• EnsuresTeam Members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

• Providessubject-matterexpertiseto co-workers. May be assigned time-keeping authority. Provides training andcoachesstaff.

WHAT YOU WILL BRING

• High school diploma or general education degree (GED), or equivalent combination of education and experience

• Normally requires two or moreyearsrelated experience and/or training

• Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and providesa high levelof guest satisfaction

• Must have excellent customer service/communication skills to work with guests of various social, cultural,economicand educational backgrounds for the purpose of resolving problems/complaints and providinga high levelof guest satisfaction

• Ableto use mathematics to solve problems

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.