Front Office Supervisor

We are in search of a vivacious, engaging and customer-focused FRONT OFFICE SUPERVISOR at HILTON ST. LOUIS FRONTENAC, a Springboard Hospitality property.

Here’s your main responsibility:

This position is a liaison between Sales, Reservations, and the Front Office Team, whose primary focus is to communicate and facilitate all groups’ operations while leading the Front Office team.

Essential Functions:

Collects Group Résumé’s at the Rooms Meeting. Distributes to the Rooms Division Manager, AFOM, Executive Housekeeper, Bell Captain, Reservations Manager, and front office clipboard. Informs Rooms team as changes are made to Group Résumé’s and at least 48 hours (preferably one week) prior to a group’s arrival, confirms that all rooms have been pre-blocked consistent with the group requests. Also ensures that before a group arrival that all key packets are made with group name, guest name and room number. These packets must be organized into a batch wrapped with a rubber band with the group name and date written on the outside.

With each group that stays with us, check for sharewiths. Confirm that sharewiths have been entered into the computer correctly. Also check all reservations within groups that are using direct billing. Confirm that this billing has been setup correctly.

Inform RDM of any housekeeping issues for groups, communicate with Sales Manager to ensure all group requests are being met, and communicate with the Bell Captain to ensure that all group transportation needs are being met. At all front office meetings, give a “Group Update Report” and keep front desk and PBX aware and informed of all group issues via clipboard notes and résumé’s and proper use of communication log.

As necessary, preprint registration cards for incoming groups, assist sales in posting payments for group functions as needed, keep front desk informed of direct bill codes per each group and communicate with the Night Audit in regard to any rooms that should be comp’d.

Other:

Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel, including holidays.

Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

Assist with checking in or checking out guests as needed. Assist the front office team (front desk, PBX) as needed during busy or slow times.

Always provide Hilton St. Louis Frontenac guests with excellent guest service. Offer a sincere, friendly welcome to all and willingly assist any guests as needed. The guest should always be the first priority.

Able to successfully perform all duties of a Guest Service Agent.

Able to successfully resolve any guest complaints or concerns in a timely manner.

Post Daily Function sheets at front desk with highlighted master account numbers.

Specific Job Knowledge, Skill and Ability:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

Considerable use of a calculator to prepare moderately complex mathematical calculations without error.

Ability to stand and move throughout front office and continuously perform essential job functions. Associate may be asked to stand for up to ten hours of the day.

Must be able to walk up stairs and walk up to one mile at a time.

Ability to read, listen, and communicate effectively in English, both verbally and in writing.

Ability to access and accurately input information using a moderately complex computer system.

Hearing and visual ability to observe and detect signs of emergency situations.

Ability to communicate verbally and in writing and prepare complex reports of room availability, groups, and revenues generated.

Qualification Standards:

Education:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities. High school diploma required

Experience:

Two years prior front desk or reservations experience required.

Licenses or certificates:

No special licenses required.

Grooming:

All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

Other:

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In person

Salary : $18