Front Office Supervisor

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 Manager Provides feedback about performance. Provides feedback to management on work-related issues including those that might lead to disciplinary action. Makes assignments and distributes workload; manages day-to-day workflow. Provides subject-matter expertise to co-workers. May be assigned time-keeping authority. Provides training and coaches staff. 

• Ensure 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 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 and records vouchers, 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 require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information 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 concierge assistance by providing information about services guests may require, such as dining, recreation, entertainment, shopping, business, travel, and hotel amenities. May assist with related reservations. 

• Coordinates Guest requests with other departments as required (bell, housekeeping, restaurant, food and beverage, etc.). 

• Resolves guest complaints within scope of authority; otherwise refers the 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, intoxication or disruptive behavior. 

• Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and 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. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS. 

• Reporting to work as scheduled (on time and on regular basis) 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 and optimize room 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 and motivate team. *Note: This job description is not intended to be all-inclusive.  

• Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or 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 are delivered timely.  

Great If you have 

• Bi-lingual is not required but 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.