Guest Services Lead — Front Desk & Team Coach

Pacific Hospitality Group; Huntington Beach, Northern (CA, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Pacific Hospitality Group in Huntington Beach is seeking a Front Office Leader to guide our Guest Service and Bell teams and ensure smooth front desk operations across the hotel.

You will mentor staff, resolve guest issues, and maintain knowledge of services and local events to deliver memorable experiences.

Candidates should have a high school diploma or GED, 2+ years in related roles, strong customer service, leadership, and math skills, with a commitment to integrity and teamwork.

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

Leadership

Guest service

Customer communication

Mentoring

Mathematics

Education

High school diploma or GED

Job description

Pacific Hospitality Group in Huntington Beach is seeking a Front Office Leader to guide our Guest Service and Bell teams and ensure smooth front desk operations across the hotel.

You will mentor staff, resolve guest issues, and maintain knowledge of services and local events to deliver memorable experiences.

Candidates should have a high school diploma or GED, 2+ years in related roles, strong customer service, leadership, and math skills, with a commitment to integrity and teamwork.