Front Office Supervisor
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About this role
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
WHAT YOU WILL ACCOMPLISH
The Front Office Supervisor is responsible for assisting the Front Office Manager with the planning, organization, development and direction of the Front Office operations to operate at the highest
service standards as they relate to efficiency, professionalism, accuracy, and customer service.
Key responsibilities include:
Provides guidance and leadership to Front Office Team Members (may include Guest Service and Registration, Room Inventory, PBX/communications, and Bell operations)
En sures 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.
WHAT YOU WILL BRING
High school diploma or general education degree (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
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.
Company
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