Front Office Supervisor

Irvine Operations, LLC; Irvine (CA); On-site; USD 27,552 - 41,328; Full time

Job summary

Irvine Operations, LLC is seeking a Front Office Supervisor in Irvine, California. The position involves being the initial contact for guest services, managing the day-to-day workflow, and training new employees. Exceptional customer service skills are required, and experience in hotel management is preferred.

The ideal candidate will possess strong communication and complaint resolution skills. Flexibility in work hours is needed, as shifts may include weekends and holidays. We ensure equal opportunities for all applicants.

Qualifications

• Experience in a Marriott property or similar hospitality system is preferred.
• Flexible schedule, willing to work weekends, holidays, overnight, AM or PM shifts as required.
• Exceptional customer service skills with the ability to guide the team to success.
• Strong complaint-resolution and service-recovery capabilities.
• Excellent communication skills with guests and other departments to ensure timely delivery of guest requests.
• Supervisor experience is desirable.
• Ability to interpret safety policies and use PPE appropriately.

Responsibilities

• Initial on-site contact for guest registration and check-out process.
• Provide guidance and coaching to Guest Services Agents and Valet Persons.
• Assign and distribute workload, manage day-to-day workflow.
• Ensure Guest Services Agents check guests in/out according to procedures.
• Adhere to all accounting and cashiering practices.
• Effectively deal with internal and external customers.
• Communicate with other departments to fulfill guest needs.
• Resolve guest complaints within scope of authority.
• Follow all safety policies and procedures.
• Supervise and motivate the front-office team.

Skills

Customer service skills

Complaint resolution

Communication skills

Supervisory skills

Bilingual ability

Job description

Front Office Supervisor

Pay Range: $23.00 per hour.

Responsibilities

• Initial on-site contact for guest registration and check‑out process, communicating hotel services and information.
• Provide guidance, leadership and coaching to Guest Services Agents and Valet Persons as needed, including training new employees under the direction of the Operations Manager.
• Assign and distribute workload, manage day‑to‑day workflow, and act as time‑keeping authority when assigned.
• Ensure Guest Services Agents consistently review expected arrivals in advance, check guests in/out according to procedures, and manage accurate billing and outside‑of‑hours reservations.
• Adhere to all accounting and cashiering practices, process package adjustments, transfers, write‑offs and disputes, and run all necessary reports.
• Receive and record vouchers, credit cards, checks, cash and other forms of payment, converting foreign currency at posted rates.
• Effectively deal with internal and external customers, exercising patience, tact and diplomacy to defuse anger and resolve conflicts.
• Maintain immediate manager informed of problems, safety issues or unusual situations for prompt corrective action.
• Communicate with other departments to fulfill guest needs and coordinate guest requests with bell, housekeeping, restaurant, food & beverage, etc.
• Resolve guest complaints within scope of authority, and refer matters to management when necessary.
• Notify supervisor and/or Security of all unusual events, missing items or alleged theft, and notify management of issues arising from complaints, intoxication or disruptive behavior.
• Follow all safety policies and procedures, report potential safety issues, and take immediate action in emergency situations.
• Use personal protective equipment (PPE) as required by OSHA laws, reporting any defective or lost PPE to the Manager.
• Maintain strict compliance with the hotel’s hazardous material (HAZMAT) program and familiarize self with current MSDS.
• Perform a variety of administrative functions supporting the property, team and hotel management.
• Maintain room inventory integrity and optimize room revenue when blocking or rooming guests.
• Supervise, coach, and motivate the front‑office team.

Qualifications / What You Will Bring

• Experience in a Marriott property or similar hospitality system is preferred.
• Flexible schedule, willing to work weekends, holidays, overnight, AM or PM shifts as required.
• Exceptional customer service skills with the ability to guide the team to success.
• Strong complaint‑resolution and service‑recovery capabilities.
• Excellent communication skills with guests and other departments to ensure timely delivery of guest requests.
• Bilingual ability is desirable but not required.
• Supervisor experience is desirable.
• Ability to interpret safety policies and use PPE appropriately.

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.