Company Description:

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.

Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment

Job Description

What You Will Accomplish

• Lead, mentor, and supports day-to-day operations, ensuring quality, standards and meeting the expectations of the guests on a daily basis.
• Ensure all front office operations comply with the hotel's and Marriott’s policies, as well as health, safety, and legal requirements.
• Understand, and enforce all Front Office, Accounting, HR, and Safety SOP’s and employee handbook.
• Take an active role in ensuring the effective use of forecast data, maintaining proper scheduling, responding to business fluctuations, and providing follow-up on issues that impact hotel profitability.
• Be thoroughly knowledgeable in all aspects of the Property Management System, FOSSE PMS, Micros, including trouble- shooting, maintenance and emergency procedures in case of failure.
• Monitor supply inventories and place orders for supplies needed at Front Office and AC Store
• Ensure that all guest interactions, from check-in to check-out, are conducted efficiently, with the highest level of professionalism and hospitality. Informs and/or updating the team on relevant information in a timely manner.
• Address issues promptly and effectively handle guest complaints, inquiries, and requests, resolving issues to exceed expectations and ensure satisfaction, with consistent follow-through.
• Monitor, manage and respond to guest feedback (online reviews, surveys, direct comments) and implement necessary improvements.
• Supervise, train, and motivate front office staff, ensuring they are knowledgeable, well-trained, and fully engaged in providing an exceptional guest experience.
• Partner with HR to complete payroll for Front Office by checking timecards and inputting incentives. Responsible for hiring, training, supervising, counseling, motivating and terminating FO team.
• Conduct regular performance reviews, set goals, and offer coaching to improve performance.
• Schedule front desk staffing to ensure proper coverage and a smooth operation during peak times while also assuring labor use corresponds to demand of hotel.
• Assist in other departments when needed. Foster strong working relationships with other hotel departments (e.g., housekeeping, sales, and maintenance) to ensure smooth operations and a seamless guest experience.
• Maintain communication with the General Manager regarding performance, challenges, and any updates on guest or team matters.

• Be professional and hospitable to all guests and employees. Work with Guests, Vendors, Clients, and Employees on a daily basis. Performs all duties at the Front Desk as necessary; Other duties as assigned by management.
• Keeps Front Office team focused on operations to drive guest satisfaction and the desired results.
• Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.

What You Will Bring

Oversee the front desk, ensuring exceptional guest service and a smooth front-of-house operation while also considering the hotel’s performance as a whole. This role requires a highly motivated and experienced leader who will oversee the guest experience and coordinate with other departments to ensure guests’ needs are met with the goal of improving the hotel’s guest satisfaction scores. As a Front Office Manager at AC Hotel Irvine, you will embody the brand's commitment to quality service, efficiency, and guest satisfaction.

Great If you have

• Managerial experience.
• Marriott experience or Fosse experience preferred                   .
• 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.
• 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 situation.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.