Job Description

Hospitality with Heart & Soul

At PCH Hotels & Resorts, we believe that our "Heart & Soul" is what sets us apart - in our connections with associates, owners, partners, communities, and our unmatched guest experience. If you're looking for a career in the hospitality industry that's both challenging and rewarding while providing opportunities for growth and advancement, apply now and become a part of a dynamic team that's making a difference!

PCH Hotels & Resorts is an award-winning, full-service hospitality management company that operates nine hotels and resorts, featuring 25+ restaurants, bars, and lounges, as well as full-service spas, retail shopping, a performing arts center, and more! As a trusted partner of Marriott, IHG, Autograph, and Renaissance brands, we are poised for continued growth and expansion in the hotel, resort, and lifestyle segments and we're always looking for talented individuals to join our team!

https://www.pchresorts.com/

Job Summary

As a member of our hospitality team, the primary responsibility of a Front Desk Manager is to provide effective leadership and coordination to associates delivering Front Desk services, and achieving the operating budget. This role will work closely with associates to ensure smooth guest arrival and departure procedures by performing all necessary duties at the Front Desk and supervising daily shifts, ensuring compliance with policies, standards, and procedures with a focus on training and empowering associates to provide excellent customer service. A crucial part of this role is to set a positive example for guest relations, continuously interact with customers to obtain feedback on room quality and service levels, and handle guest problems and complaints effectively.

Detailed Job Summary

Demonstrate proficiency in all Front Desk duties and actively perform them as necessary.

Supervise daily Front Desk shift operations, maintaining strict adherence to policies, standards, and procedures.

Assume responsibility for running Front Desk shifts as needed to ensure a seamless and efficient guest experience.

Expedite lobby traffic to enhance the arrival and departure process for guests.

Continuously interact with guests, seeking their feedback on product quality, service levels, and overall satisfaction.

Empower associates to provide exceptional customer service, ensuring they understand expectations and are equipped to deliver.

Review guest comment cards and satisfaction results with associates, actively participating in the development and implementation of corrective action plans.

Emphasize guest satisfaction during departmental meetings, fostering a culture of continuous improvement.

Establish and maintain open, collaborative relationships with associates, fostering a positive and inclusive team environment.

Actively seek associate feedback, utilizing an "open door" policy and reviewing satisfaction results to identify and address concerns.

Participate in the associate performance appraisal process, providing feedback and recognizing achievements.

Support associate training and development, ensuring effective use of available on-the-job training tools.

Complete and maintain accurate and organized Front Desk shift reports and paperwork.

Train staff on procedures to verify room rates, maximizing revenue opportunities through accurate rate variance reporting and bucket checks.

Understand the impact of the department's operations on overall hotel financial objectives and proactively manage to achieve or exceed targets.

Actively participate in hospitality audits, providing constructive feedback to enhance individual hospitality skills.

Observe and provide feedback on the service behaviors of associates, driving continuous improvement in service performance.

Job Type: Full-time

Benefits:

Relocation assistance
Experience:

Hotel Front Office Supervisor : 1 year (Preferred)
Work Location: In person