Front Office Supervisor

Pasea Hotel; Huntington Beach, Northern (CA, KY); Hybrid; USD 52,000 - 80,000; Full time

Job summary

Pacific Hospitality Group is a front office leadership role focused on guiding Guest Service, Registration, and related front desk operations to deliver memorable guest experiences. The position emphasizes coaching staff, ensuring accurate check-ins/outs, and maintaining billing accuracy while upholding hotel policies.

Success requires 2+ years in related roles, strong customer service, communication skills, and the ability to mentor teams to achieve high guest satisfaction and smooth operations.

Qualifications

• High school diploma or GED, or equivalent combination of education and experience.
• Normally requires two or more years related 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 provides a high level of guest satisfaction.
• Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
• Able to use mathematics to solve problems.

Responsibilities

• 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, ensure accurate guest billing, and make reservations outside of hours
• Ensures Team Members in Room Inventory, PBX/communications, Bell, or other areas of responsibility are adhering to all established policies and practices.
• Resolves guest complaints within scope of authority; otherwise refers the matter to management.
• Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy.
• Ensures Team Members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Provides subject-matter expertise to co-workers.
• May be assigned time-keeping authority.
• Provides training and coaches staff.

Skills

Customer service

Communication

Leadership

Mathematics

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

• Provides guidance and leadership to Front Office Team Members (may include Guest Service and Registration, Room Inventory, PBX/communications, and Bell operations)
• En sures Guest Services Agents consistently review expected arrivals in advance, check guests in/out of hotel according to procedures, ensure accurate guest billing, and make reservations outside of hours
• Ensures Team Members in Room Inventory, PBX/communications, Bell, or other areas of responsibility are adhering to all established policies and practices.
• Resolves guest complaints within scope of authority; otherwise refers the matter to management.
• Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy.
• Ensures Team Members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Provides subject-matter expertise to co-workers.
• May be assigned time-keeping authority.
• Provides training and coaches staff.

What you will bring

• High school diploma or general education degree (GED), or equivalent combination of education and experience
• Normally requires two or more years related 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 provides a high level of guest satisfaction
• Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction
• Able to 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.

At Pacific Hospitality Group, we believe in empowering team members as entrepreneurial thinkers who create value through integrity, vision, humility, and personal accountability. Guided by the principles of Principled Entrepreneurship, we foster an environment where individuals are encouraged to challenge the status quo, act with purpose, and take ownership of their impact. We support our team in discovering their unique gifts, continuously growing their capabilities, and contributing meaningfully—not just to our business, but to the lives of our guests, communities, and one another. If you’re ready to grow with a team that values fulfillment and humility, start your journey with us—discover the opportunities waiting for you at Pacific Hospitality Group.