Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $19.50 - $29.50
Work Schedule
Rotating Shifts
Standard Hours
Weekend Shifts
Benefits
Medical
Dental
Life insurance
short-term disability insurance
Holidays
Paid Time Off
HHA discounts
fitness center use
uniform
parking
Employee Meal
401k plan with match after one year
Job Description
The Portland Regency Hotel & Spa is a premier Historic Hotel of America situated in the heart of Portland's picturesque Old Port District. Renowned for its elegant architecture, timeless charm, and exceptional hospitality, the hotel offers guests a unique blend of classic ambiance and modern amenities. This esteemed establishment prides itself on delivering an outstanding guest experience by combining personalized service with a warm, welcoming atmosphere. As a cornerstone of Portland's hospitality industry, the Portland Regency Hotel & Spa attracts a diverse clientele ranging from leisure travelers to business professionals, ensuring a dynamic and enriching work environment for its team... Show More
Job Requirements
- High school diploma or equivalent
- 1-2 plus years of supervisory experience in a hotel front office or guest services environment
- Proficiency with Opera Cloud PMS, SynXis, and REVINATE platforms preferred
- Strong communication and organizational skills
- Ability to remain calm under pressure
- Tech-savvy with training capabilities
- Valid US driver's license
Job Qualifications
- 1-2 plus years in a supervisory or lead role in a hotel front office or guest services environment
- Strong working knowledge of Opera Cloud PMS, SynXis, and REVINATE platforms preferred
- Exceptional communication, organizational, and time-management skills
- Calm under pressure with a proactive, guest-first approach to problem-solving
- Tech-savvy with the ability to train others on systems and tools
- Proven ability to lead by example, earn trust, and maintain professionalism under all circumstances
- Valid US driver's license
Job Duties
- Model and lead a culture of exceptional guest service and hospitality at all times
- Handle guest issues, complaints, and service recovery with empathy, urgency, and professionalism
- Monitor and ensure consistent adherence to service standards, loyalty programs, and brand expectations
- Serve as Manager on Duty during assigned shifts, ensuring property-wide operational oversight and interdepartmental communication
- Supervise the check-in/check-out process, reservations, billing, and concierge functions with a focus on efficiency and accuracy
- Supervise the Guest Service Team including valet, assisting with valeting vehicles, luggage assistance, and shuttle services
- Maintain working knowledge of PMS (Opera Cloud), POS (Silverware), and booking engines (SynXis), assisting with troubleshooting and ensuring team proficiency
- Manage daily cash handling, audit accuracy, and compliance with financial protocols
- Monitor and assist with third-party booking channels, OTA extranets, and daily inventory/rate controls
- Lead and support Front Desk Agents, Guest Services, Night Auditors, and Valet/Bell/Door teams during shifts
- Train, mentor, and coach team members to consistently meet or exceed service expectations
- Provide clear communication, daily shift briefings, and task delegation to ensure department alignment
- Participate in hiring, onboarding, and ongoing performance evaluation processes
- Act as a lobby ambassador pivoting between the front desk agent and guests service agents when appropriate
- Assist with daily and weekly reporting, including arrivals/departures, occupancy, rate strategy, VIPs, and group blocks
- Conduct walk-throughs of the property to monitor safety, cleanliness, staffing, and guest interaction
- Review group resumes, banquet events, and suite assignments for accuracy and preparedness
- Support nightly audit procedures as needed and assume Night Auditor responsibilities in case of absence
- Perform the overnight functions of the Night Auditor and/or Night Security when needed
- Attend and actively contribute to departmental meetings, stand-ups, and training sessions
- Work closely with the Front Office Manager to identify process improvements and implement SOP updates
- Support interdepartmental coordination between Front Office, Housekeeping, Maintenance, Revenue/Reservations, and Food & Beverage to ensure a unified guest experience
- Demonstrate ownership of key responsibilities with a mindset toward advancement and expanded responsibilities
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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