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Front Office Supervisor

Company: Balboa Bay Resort & Club
Location: Newport Beach
Posted on: May 27, 2023

Job Description:

Job Details


Job Location
Balboa Bay Resort - Newport Beach, CA

Position Type
Full Time

Salary Range

Job Shift

Job Category
Hospitality - Hotel


Position Summary:

Responsible for assisting the Front Office Management team with the planning, organization, development and direction of the Front Desk and Bell staff to operate at the highest service standards as they relate to efficiency, professionalism, accuracy, and customer service. Builds and manages teams effectively.

Duties & Responsibilities

Primary Responsibilities/Essential Functions:

  • Provides guidance and leadership to Guest Services Agents and Bell Persons whenever necessary. Provides feedback about performance and may be involved in the evaluation process.
  • Provides feedback to management on work related issues including those that might lead to disciplinary action.
  • Makes assignments and distributes workload; manages day-to-day workflow. Provides subject-matter expertise to co-workers. May be assigned time-keeping authority. Provides training and coach's staff.
  • Ensure 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 Guest Services Agents are adhering to all established accounting & cashiering practices including processing package adjustments, transfers, write offs and disputes. Runs all necessary reports and balances paperwork.
  • Receives and records vouchers, credit cards, personal checks, business checks, cash, and other forms of payment. Converts foreign currency at current posted rates.
  • Effectively deals with internal and external customers, some of whom may require a high level of patience, tact, and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate manager promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.
  • May provide concierge assistance by providing information about services guests may require, such as dining, recreation, entertainment, shopping, business, travel, and hotel amenities. May assist with related reservations.

    Other Responsibilities/Supportive Functions:
    • Maintain the integrity of the room inventory and optimize room revenue when blocking or rooming guests.
    • Performs essential functions of Guest Services Agent as needed.


      • High school diploma or general education degree (GED); or equivalent combination of education and experience.
      • Two or more years of related experience and/or training in Front Office.
      • 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.
      • Requires ability to use computers programmed with accounting software to record, store, and analyze information.
      • Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency.
      • Must be able to speak, read, write, and understand English to understand instructions, safety rules, and communicate with guests.
      • Able to work independently with minimal guidance and as part of a team.
      • Completes all required training as scheduled.
      • Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.
      • Work schedules will include working on holidays, weekends, and alternate shifts.
      • Must maintain a clean and appearance and professional demeanor.

Keywords: Balboa Bay Resort & Club, Newport Beach , Front Office Supervisor, Administration, Clerical , Newport Beach, California

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