Front Office Supervisor

Date:  Jul 29, 2022
Property:  RPH (0023)

Newport Coast, CA, 92657

Division:  Resort at Pelican Hill (RPH)
Req ID:  40242

Position Summary:

The Front Office Supervisor works with the Assistant Manager and Manager to ensure the efficient day-to-day operation of all areas related to the front office. Assists with the hiring of the front office staff and ensures the department meets company goals within the established customer service and budgetary standards. Ensure that established customer service standards are being met. Helps to coordinate front office activities and resolves problems arising from guest complaints, reservations and room assignment.

Job Duties:

  • Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
  • Resolve customer complaints by conducting thorough research of the situation and the most effective resolution.
  • Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with the Resort at Pelican Hill standards.
  • Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk.
  • Perform other duties as assigned by Director or Assistant Director.
  • Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy report.
  • Pre-Register all VIP’s and Hilton Honors Reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
  • Prepare a daily forecast of expected arrivals and departures using analysis and judgment skills.
  • Operation of office equipment such as facsimile and photocopier as needed.
  • Update all front desk associates of new rates, market codes, packages and policies.
  • Monitor over limits and settle accounts as needed.
  • Respond promptly to guest requests for a supervisor or manager.
  • Other duties as assigned.

Minimum Qualifications / Other Expectations:

  • College Degree in Hotel or Business Administration or a related field preferred.
  • 1-2 years minimum of supervisory experience, preferably in a hotel/resort environment. 
  • Experience in selecting, hiring, training and supervising department staff. Strong written and verbal 
  • communication skills. 
  • Ability to effectively interact with customers and staff in a professional manner. 
  • Excellent organizational, time management and computer skills.

About Us:
The Resort at Pelican Hill (a part of Irvine Company’s Coastal Collection) is one of the world’s finest Five-Star, Five-Diamond destinations offering unparalleled service and luxury.

Perched upon 504 acres of unrivaled coastal beauty, The Resort at Pelican Hill is a world unto itself with seven exceptional dining options, 36 holes of world-class golf and the #1 Spa in California.

Our employee community is comprised of hard-working, dedicated hospitality professionals who create memorable experiences that stay with guests long after they’ve left. It’s an environment populated with talented, passionate and experienced people, a collaborative spirit and abundant opportunities.

Apply today to join our employee community, and learn more about Irvine Company, our legacy and our guiding principles.

Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

Job Segment: Hotel Reception, Front Desk, Clerical, Office Manager, Manager, Hospitality, Administrative, Management