Front Office Supervisor

Picture yourself at The Leta by Hilton Tapestry Collection, we are on the coast and down to earth. As one of Santa Barbara's best hotels, we have a Golden State of Mind attitude, surf-inspired decor, eclectic accommodations, plus a passion for music, and an elevated F&B scene. Join our team today!

Job Overview: Provides guidance and leadership as the Front Desk Supervisor ensuring consistent
quality customer service is delivered.

Compensation: $19-22/hr.

The ideal candidate will have flexible availability (AM & PM) and MUST be able to work Friday/Saturday/Sunday. Previous knowledge of Hilton OnQ operating system is a PLUS.

Responsibilities and Duties:
* Communicate effectively both verbally and in writing to provide clear direction to staff. Assign
and instruct guest service representatives in details of work. Observe performance and encourage
improvement.
* Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking
voice, listen to and understand requests, respond with appropriate actions and provide accurate
information such as outlet hours and local attractions.
* Promptly complete the registration process by inputting and retrieving information from a computer
system, confirming pertinent information including number of guests and room rate. Promote
marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic
keys. Nonverbally confirm the room number and rate. Provide welcome folders containing keys,
certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time
of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing
revenue allowances.
* Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash
make change and balance an assigned house bank. Accept and record vouchers, traveler checks and
other forms of payment. Perform accurate moderately complex arithmetic functions using a
calculator. Post charges to guest rooms and house accounts using the computer.
* Promptly answer the telephone using positive and clear English language. Input messages into the
computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small
packages and facsimiles for customers as requested.
* Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving
as a role model for guest service representatives and other employees. Resolve customer
complications and complaints by conducting thorough research of the situation and identifying the
most effective solutions. Make decisions and take action based on previous experience and good
judgment, sometimes revising procedures to accommodate unusual situation. Authorize revenue
allowances to remedy problems only after other alternative solutions have been offered.
* Summon guest service personnel for assistance to escort guest to their rooms as appropriate.
* Prepare daily forecast of expected arrivals and departures.
* Provides safety deposit boxes for guest by escorting them to the vault room, assisting the customer
in opening the deposit box lock. File access slips in box.
* Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of
incoming faxes using the message function of the computer.
* Use the photocopier to make copies of items as required.
* File registration cards in room number order.
* Retrieve registration cards from the files for each check out.
* Perform other related duties as assigned.

Specific Job Knowledge and Skills:
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.
* Ability to effectively deal with internal and external customers, some of whom will require high
levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve
conflicts.
* Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately
complex mathematical calculations without error.
* Ability to listen effectively and to speak English clearly.
* Ability to access and accurately input information using a moderately complex computer system.
* Ability to stand, walk and continuously perform behind the front desk.
* 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
and revenues generated.
* Ability to analyze and make judgments.

Other Expectations:
* Regular attendance in conformance with the standards, which may be established from time to time,
is essential to the successful performance of this position.
* Due to the cyclical nature of the hospitality industry, associates may be required to work varying
schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.
* All employees must maintain a neat, clean and well-groomed appearance (specific standards
available).
* Employee is always required to take on the responsibility and wear appropriate Personal
Protective Equipment (PPE) as determined by position and duties.
* Complies with health and safety rules, regulations and procedures to maintain a safe environment.

Working Conditions:

Physical Demands:
Sedentary work: Exerting up to 10 pounds of force occasionally (occasionally: activity or condition
exists up to 1/3 of the time), and/or a negligible amount of force frequently (Frequently: activity or
condition exists from 1/3 to 2/3 of the time), to lift, carry, push, or pull, or otherwise move objects,
including the human body. Sedentary work involves sitting most of the time but may involve walking
or standing for brief periods of time. Jobs are sedentary if walking and standing are required only
occasionally and all other sedentary criteria are met.
Environmental Conditions:
Inside: Protection from weather conditions but not necessarily from temperature changes. A job is
considered "inside" if the worker spends approximately 75 percent or more of the time inside.

Qualifications:
* 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.
* No special license required.
* Two years combined, prior front desk and supervisory experience preferred.
* Additional language ability preferred.

*Spire Hospitality participates in E-Verify*