Front Office - Front Office Supervisor

Napa, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $24.00 - $27.00

Work Schedule

Flexible

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional Development

flexible schedule

Job Description

Pacific Hospitality Group is a distinguished owner/operator company dedicated to delivering exceptional experiences to both investors and team members through a unique business model centered on long-term holds and sustainable growth. As a family-focused organization, Pacific Hospitality Group emphasizes enriching people's lives by offering memorable experiences, contributing to communities, and honoring their core values. Their guiding principles encompass integrity, compliance, value creation, principled entrepreneurship, customer focus, knowledge, change, humility, respect, and fulfillment. This culture ensures that all team members are aligned and motivated to provide outstanding service while growing within a supportive environment.

The Front Office Supervisor p... Show More

Job Requirements

Minimum 2 to 3 years of front office or guest services experience in a luxury hotel or resort environment
Previous supervisory or leadership experience preferred
Ability to work flexible schedules including evenings, weekends, holidays, and peak occupancy periods
Experience with hotel PMS systems, POS systems, and Microsoft Office applications
Strong communication and interpersonal skills
Ability to handle guest escalations and service recovery
Strong organizational skills and attention to detail

Job Qualifications

Minimum 2 to 3 years of front office or guest services experience in a luxury hotel or resort environment
Previous supervisory or leadership experience preferred
Strong passion for luxury hospitality and creating elevated guest experiences
Proven ability to lead teams in a fast-paced, high-volume environment while maintaining professionalism and composure
Excellent communication, conflict resolution, and interpersonal skills
Ability to handle guest escalations and service recovery situations with confidence and diplomacy
Strong organizational skills with attention to detail and operational accuracy
Experience with hotel PMS systems, POS systems, and Microsoft Office applications
Understanding of front office operations including reservations, cashiering, room inventory management, and guest relations
Ability to work flexible schedules including evenings, weekends, holidays, and peak occupancy periods

Job Duties

Supervise and support Front Desk Agents, Bell, and Valet team members to ensure seamless daily operations, service excellence, and adherence to company standards
Lead by example through a strong lobby presence, coaching and mentoring team members while fostering a culture of professionalism, accountability, and exceptional guest service
Deliver elevated and personalized guest experiences by anticipating guest needs, handling service recovery and escalations, and ensuring VIP arrivals, special requests, and loyalty recognition standards are executed flawlessly
Drive operational excellence through effective management of arrivals, departures, room inventory, billing accuracy, cashiering procedures, and audit compliance
Identify opportunities to maximize room upsells, resort experiences, and revenue generation while maintaining a guest-focused approach
Partner closely with Housekeeping, Engineering, Security, Reservations, Food and Beverage, and fellow Front Office leaders to ensure seamless communication and resort operations
Support onboarding, training, scheduling, and performance development initiatives to enhance team engagement and operational consistency
Maintain compliance with company policies, safety procedures, cash handling standards, PCI requirements, and OSHA guidelines while promoting a safe and professional work environment

Job Criteria

Experience

Mid Level (3-7 years)

Job Location

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