Supervisor Front Desk

Sage Hospitality Group; Irvine (CA); On-site; USD 31,684 - 33,062; Full time

Benefits offered by this job

Hilton discounts

Medical / dental insurance

401(k)

Lunch daily

Job summary

Embassy Suites Irvine, part of Sage Hospitality Group, seeks a Front Desk Supervisor to lead the front office team and ensure smooth, guest-focused service. The role includes supervising operations, coaching staff, and handling reservations with a focus on guest satisfaction.

Ideal candidates have strong customer service, cash handling experience, and supervisory skills, along with the ability to resolve issues professionally in a fast-paced hotel environment.

Qualifications

• Requires hotel front office knowledge and cash handling procedures.
• Experience dealing with the public and strong customer service skills.
• Supervisory/management capabilities and ability to train staff.

Responsibilities

• Supervise the front desk operations to ensure high-quality service.
• Train and coach front desk staff to maintain quality operations.
• Resolve guest issues quickly to sustain satisfaction and service standards.
• Process check-ins/outs and manage guest accounts and charges.

Skills

Customer service

Cash handling

Communication skills

Supervisory skills

Education

High school education or equivalent experience

Job description

Why us?

Embassy Suites Irvine is part of the amazing Sage Hospitality portfolio where we dare to be different; not only in the experience we provide our guests, but also in the experiences we provide our associates. We believe in being true to ourselves and employing our passions. We are not just looking for associates; we are looking for, genuinely enthusiastic, and creative daydreamers who want to share their passion with others and the community!The Embassy Suites Irvine Orange County Airport is in the heart of Orange County best known for our proximity to the Orange County Airport. Honoring the Southern California lifestyle, we are center to attractions like OC Great Park, Newport & Laguna Beach and Disneyland & California Adventure Parks! We pride ourselves on being committed to serving our guests from all walks of life.We are an energetic, diverse and close nit team that has a blast creating extraordinary experiences for our guests and fellow associates.The Perks:

• Hilton Hotel discounts world wide

• Medical, vision, and dental insurance (full time employees only)

• 401(k) (full time employees only)

• Lunch dailyAt Sage we create a culture of belonging. Our team members serve with creativity, and passion.

Sage associates execute unforgettable experiences and take pride in our communities. We set new standards in hospitality.

Job Overview

Supervises front office staff ensuring an efficient operation producing excellent results for our customers. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate, timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

Responsibilities

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Driving hotel guests to and from the airport and other assigned trips, obeying all traffic rules and regulations constantly throughout shift to ensure a safe, accident-free trip.
• Performs other duties as assigned, requested or deemed necessary by management.

Qualifications

Education/Formal Training

High school education or equivalent experience. Must have CDL and Pass a Motor Vehicle Report background check.

Experience

1 or more full years employment experience in a related position with this company or other organization(s).

Knowledge/Skills

• Requires understanding of all hotel front office procedures.
• Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Requires supervision/management skills.
• Ability to communicate information and hotel services to management and guests. Second language may be required.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to communicate in person and on telephone frequently.
• Ability to read written communiqués, analyzing reports and seeing monochrome computer screen.
• Excellent speech communication skills required for continual interaction with guests. Frequent use of phone.
• Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence.
• Continuous standing 90% of time -communicating with guests.
• No climbing required. No driving required.
• Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart; limited. Carrying up to 25 lbs. guest luggage; limited.
• Continuous standing -80% of shift.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%

Salary

USD $23.00 - USD $24.00 /Hr.