Front Office Supervisor

Pacific Hospitality Group; Irvine (CA); On-site; USD 28,000 - 36,000; Full time

Job summary

Pacific Hospitality Group is seeking a Front Office Supervisor to lead the guest services team at our Irvine property. You will supervise Guest Services Agents and Valet staff, train new team members, and ensure smooth check-in/check-out, accurate billing, and excellent guest communication.

The role requires scheduling flexibility including weekends and overnight shifts. The ideal candidate brings Marriott experience or equivalent hotel operations background and strong leadership capabilities to

Qualifications

• Experience leading guest services teams in a hotel environment.
• Strong communication and coaching skills for coaching staff.
• Flexible scheduling including weekend and overnight shifts.

Responsibilities

• Serve as the initial on-site contact for guest registration and checkout.
• Provide guidance and leadership to Guest Services Agents and Valet staff; train and coach new employees.
• Ensure accurate guest billing, reservations handling, and service delivery outside standard hours.
• Coordinate with other departments to fulfill guest requests and resolve issues.
• Maintain compliance with safety, cash handling, and reporting procedures.

Skills

Guest Services Leadership

Customer Service

Team Coaching

Communication

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

Job Title: Front Office Supervisor

Pay Range: $23.00

What You Will Accomplish

• Initial on site contact for the Guest registration and check out process and communication of Hotel services and information.
• Provides guidance and leadership to Guest Services Agents and Valet Persons whenever necessary. Works as a trainer and coach for new employees under the direction of Operations ManagerProvidesfeedback about performance. Provides feedback to management on work-relatedissuesincluding those that might lead to disciplinary action. Makes assignments and distributes workload; manages day-to-day workflow. Providessubject-matterexpertiseto co-workers. May be assigned time-keeping authority. Provides training andcoachesstaff.
• Ensure 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 Guest Services Agents are adhering to all established accounting & cashiering practices including processing package adjustments, transfers, write offs and disputes. Runs all necessary reports and balances paperwork.
• Receives andrecordsvouchers, credit cards, personal checks, business checks, cash, and other forms of payment. Converts foreign currency at current posted rates.
• Effectively deals with internal and external customers, some of whom may requirea high levelof patience,tactand diplomacy to defuse anger. Collectsaccurateinformation and resolves conflicts. Keeps immediate manager promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.
• May provide conciergeassistanceby providing information about services guests may require, such as dining, recreation, entertainment, shopping, business, travel, and hotel amenities. Mayassistwith related reservations.
• Coordinates Guest requests with other departments asrequired(bell, housekeeping, restaurant,foodand beverage, etc.).
• Resolves guest complaints within scope of authority; otherwiserefersthe matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
• Notifies management of any problems resulting from guest complaints,intoxicationor disruptive behavior.
• Followsall safety policies and procedures. Reports potential safety issues tomanagerwheneverobservedand takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Teammember hasresponsibility to report defective,damagedor lost PPE or equipment that does not fit properly to theirManager. Maintains strict compliance with hotel’s Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
• Reporting to work as scheduled (on time and onregularbasis) is an essential function of the job. Flexible schedule with Weekend, AM, PM, Holidays and overnight as per business demand.
• Perform a variety of administrative functions that support the property, team, and hotel management.
• Maintain the integrity of the room inventory andoptimizeroom revenue when blocking or rooming guests.
• Performs essential functions of Guest Services Agent as needed.
• Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.
• Supervises, coaches andmotivateteam. *Note: This job description is not intended to be all-inclusive.
• Team Members may perform other related duties asrequiredto meet the ongoing needs of the organization. Management reserves the right to add, modify,changeor rescind work assignments and to make reasonable accommodations as needed.

What You Will Bring

• Marriott Experience
• Flexible schedule with weekend, holidays, Overnight and AM or PM

Provide exceptional service to our guests while also guiding the team to success. Resolve guest complaints and incorporate service recovery in resolutions. Communicate well with guests and other departments to ensure guest requests aredelivered timely.

Great If you have

• Bi-lingual is not requiredbut is desirable.
• Supervisor experience is desirable.

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.