JOB OVERVIEW:

Responsible for assisting the Front Office Management team with the daily operations of the Front Office, to ensure that all standard operation procedures pertinent to the Front Office are followed. Responsible for assisting in maintaining a high quality of service offered to guests while maximizing profitability through the management of the functional areas of the Front Office.

REPORTS TO: Director of Front Office

SUPERVISES: N/A.

WORK ENVIRONMENT:

Front Desk and Back Office Areas, Guest Rooms and Public Areas.

Job involves working:

• under variable temperature conditions.
• under variable noise levels.
• indoors

KEY RELATIONSHIPS:

Internal: Sales & Marketing team, all other hotel departments.

External: Guests, counterparts at sister properties and Corporate Offices.

ESSENTIAL JOB FUNCTIONS

1. Adhere to the Peabody Hotel standards, Forbes standards, AAA standards and Preferred standards.
2. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
3. Assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
4. Certify in TEAM Training.
5. Maintain safety - including hygiene and fire safety.
6. Approach all encounters with guests and employees in a friendly, service-oriented manner.
7. Comply at all times with Peabody Standards and regulations to encourage safe and efficient hotel operations.
8. Check in and check out guests, confirming that all SOP's are being followed properly.
9. Stay current on all guest services, promotions and events in the hotel.
10. Maintain complete knowledge of and comply with all hotel and department policies and procedures.
11. Maintain complete knowledge of all hotel services/features and hours of operation.
12. Maintain complete knowledge of computer according to specifications.
13. Access all functions of computer system according to specifications.
14. Set up work station with necessary supplies and resource materials; maintain cleanliness throughout shift.
15. Handle inquiry calls according to departmental procedure.
16. Meet with Supervisor and/or departing shift prior to departure.
17. Follow proper Peabody phone etiquette.
18. Ensure and adhere to the VIP procedures.
19. Attend and participate in designated departmental/hotel meetings and line-ups.
20. Remain aware of the business levels and particular groups, repeat guests, and VIPs in-house.
21. Follow proper security procedures.

SECONDARY JOB FUNCTIONS

1. Complete and direct scheduled inventories.
2. Attend designated meetings.
3. Complete departmental filing.
4. Provide guest room tours.
5. Follow up on assignments given by Front Office Leaders and Executive Office.
6. Perform any other tasks as assigned by management.