Pre-Arrival Supervisor - Waldorf Astoria Orlando

Pre-Arrival Supervisor

Waldorf Astoria Orlando is looking for a Pre-Arrival Supervisor to join the Front Office Team!

Surrounded by Walt Disney Resort, this luxurious Forbes 4-Star property has 502 rooms, 30,000 square feet of banquet space, and 7 food and beverage outlets. This includes 3 restaurants, 2 bars, a pool, and in-room dining.

Classification: Full-Time

Shift: Various - must have availability to work days, evenings, weekends, and holidays.

Pay: $22.23 per hour

What will I be doing?

As a Pre-Arrival Supervisor, you will be responsible for ensuring that all aspects of the front office/pre-arrival department run smoothly on a day to day basis while ensuring that customers receive excellent service. All efforts should be focused on maximizing the performance of the team by ensuring that all duties are properly executed and addressing any potential issues that may arise.

• Assign and instruct Pre-Arrival Coordinators in details of work. Observe performance and encourage improvement. Monitor email inbox, telephone call volume to make staffing adjustments accordingly.
• Manage PAC operations by completing a checklist of daily tasks/decision making that are in the best interest of the hotel. These specific tasks include: reviewing group resumes/concessions, managing/balancing hotel inventory to maximize availability, auditing/ordering office equipment and supplies, reviewing guest billing and ensuring package concessions are appropriately applied, monitoring PAC team member checklist completion, ownership of VCC / billing challenges, and monitoring daily pending rooms/due-outs, etc.
• Resolve customer complaints via telephone by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered. First points of support for GSA & PAC staff.
• Continuously train and communicate effectively with both GSA & PAC team to provide them with any necessary information to ensure guest services is in accordance with Hilton Standards
• Monitor performance of staff with performance evaluations, one-on-one meetings, and discipline issues. Make recommendations for training to improve other team member's job performance

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

The Benefits Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Access to pay when you need it through DailyPay
• Medical Insurance Coverage for you and your family
• Mental health resources including Employee Assistance Program
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel program: 100 nights of discounted travel
• Parental leave to support new parents
• Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications*
• 401K plan and company match to help save for your retirement
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs

* Available benefits may vary depending upon property-specific terms and conditions of employment.