Front Office Supervisor

Hyatt Regency Newport Beach West; Newport Beach (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Hyatt Regency Newport Beach West is seeking an experienced hotel customer service professional to supervise the front desk and ensure exceptional guest experiences. The role requires supervising daily shifts, training staff, handling reservations, and resolving guest issues with urgency in a courteous manner.

The ideal candidate has 2+ years in hotel guest services, strong communication skills, and proficiency with hotel software. PM shifts, weekends, and holidays flexibility are required.

Qualifications

• Must have 2 or more years of hotel customer service experience, excellent oral and written communication skills, proficient computer skills, knowledge in Opera/Colleague Advantage (preferred).
• Ensure outstanding customer service at all times.
• Maintains a friendly, professional, cheerful and courteous demeanor at all times.
• Accurately answers inquiries from potential guests and accepts hotel reservations. Resolves guest problems and complaints efficiently with urgency.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
• Supervises daily shift process ensuring all team members adhere to SOPs and are friendly and attentive to guest needs.
• Trains and directs the workflow and processes of the front desk; coaches and counsels the front desk team.
• Resolves customer issues to maintain high levels of customer satisfaction and quality service.
• Takes responsibility in the absence of the Front Office Manager and Assistant Front Office Manager.
• Must be available to work PM shift, weekends, and holidays and be flexible on schedule.

Responsibilities

• Respond to reservations inquiries and guest questions in a timely manner.
• Oversee daily front desk shift to ensure smooth, courteous service.
• Coach and guide front desk staff to maintain service standards.
• Resolve guest issues promptly to protect service quality.

Skills

Hotel Customer Service Experience

Oral and Written Communication

Proficient Computer Skills

Opera/Colleague Advantage

Tools

Opera/Colleague Advantage

Job description

• Must have 2 or more years of Hotel Customer Service experience, excellent oral and written communication skills, proficient computer skills, knowledge in Opera/Colleague Advantage(preferred)
• Ensure outstanding customer service at all times.
• Maintains a friendly, professional, cheerful and courteous demeanor at all times.
• Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.
• Trains and directs the workflow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.
• Resolves customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Takes responsibility in the absence of the Front Office Manager and Assistant Front Office Manager.
• Must be available to work PM shift, weekends, and holidays and can be flexible on schedule.

Hyatt Regency Newport Beach West is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

Source: Hospitality Online