Front Office Team Leader - Guest Experience

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 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.