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Front Desk Manager

Posted on May 18, 2019 by Peabody Memphis, The

Memphis, TN 38103
Admin & Secretarial
6 May 2019
Annual Salary
Full-Time
The Peabody Memphis Front Desk Manager POSITION CODE: PMRO54 JOB OVERVIEW: Oversee the hotel during evening hours and represents the General Manager in guest related situations. Interface with all departments to ensure quality standards are maintained and critical situations receive immediate attention, as well as planning effective resolutions to expedite fair solutions. Tour the property throughout the shift, including the front and back of the house, ensuring an efficient and harmoniously run hotel making safety and welfare of guests and associates a priority. Provide the Rooms Manager and Executive Committee with feedback regarding the level of hotel operations in all areas on a consistent basis. REPORTS TO: Director of Front Office, Director of Rooms, General Manager SUPERVISES: Guest Services Manager, ResCom Operators, Parking Manager, Front Office Assistant Managers, Rooms Controllers and Guest Service Representatives. WORK ENVIRONMENT: Position involves working in all areas of the hotel, to include public, administrative, and back-of-house areas, as well as outdoor parking areas. Job involves working: under variable noise levels.outdoors/indoors.around fumes and/or odor hazards.around dust and/or mite hazards.around chemicals. KEY RELATIONSHIPS: Internal:Front Office, PBX, Engineering, Housekeeping, Guest Services, Outlets, Security and Catering/Convention Services. External: Hotel guests, associates, visitors and clients. QUALIFICATIONS Essential: 1. High school graduate, some college. 2. Organizational skills with a strong sense of detail. 3. Strong sense of verbal communication and must be able to interact with guests in a positive manner. 4. Fluency in English, both verbal and written. Ability to provide legible communication. 5. Completion of First Aid training and possession of valid CPR and First Aid certification. 6. Basic knowledge of computer software including Word and Excel. 7. Possession of 20/40 vision with or without corrective lenses. 8. Possession of any city, county, state or other licenses as required by law. 9. Ability to: write in a manner which effectively communicates both guest and hotel maintenance issues.remain calm and decisive in emergency situations.prioritize and focus both on details and overall hospitality concepts.perform basic arithmetic, including the use of percentages.interact with guests and other employees in courteous, empathetic and discreet manner.understand and execute all safety and emergency procedures (i.e., fire, crowd control, inclement weather, and bomb threats).understand and execute all safety and emergency equipment (fire extinguisher, wheelchairs, respirators)utilize communication equipment (telephones, radios, and beepers).satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner.maintain regular and punctual attendance.adhere to Peabody grooming standards.exemplify Peabody Service Excellence®. Desirable:
1. College degree. 2. Previous guest relations training and experience. 3. Some hotel operations background. 4. Knowledge of Mobil, AAA, and Preferred standards. ESSENTIAL JOB FUNCTIONS 1. Check the hotel interior and exterior nightly for neatness and safety, including room inspections, public area inspections and back-of-house areas. 2. Produce 4 completed Ritchey report self-inspections of facility. 3. Knowledge of hotel safety standards with attention to guest and associate security and well-being. 4. Maintain consistent communication with housekeeping and engineering to ensure an impeccable hotel appearance. 5. Inspect food storage locations and monitor site temperatures in accordance with Tennessee State safe food handling regulations. 6. Scrutinize outlets for efficiency, quality, and safety on a nightly basis. 7. Execution of overall operating philosophy of the hotel. 8. Maintain communication with all outlets and departments, discussing any deviations in operating standards, policies of service expectation, Peabody Service Excellence® vision, behaviors and values. 9. Be available to promptly respond to all guest calls (associate or guest generated), actively resolving issues that reflect a negative experience. 10. Review all group resumes and maintain active file for reference. 11. Ensure third-party partners are operating within the bounds of their lease and ensure they portray the Peabody Service Excellence® culture. 12. Assist in all security related incidents and be aware of previous shift reports, taking on decision-making responsibilities that do not involve mandatory contact of the Director of Rooms and/or the General Manager. 13. Maintain written documentation of all incidents during the shift and to communicate with guests in writing when necessary. 14. Compile all pertinent information to pass on to the oncoming Manager On Duty. 15. Process all package passes for associates when department heads are not available. 16. Assist guests with package delivery, shipping and pick-up when necessary. 17. Exceed the guest's expectations while maintaining the integrity of the hotel and the overall profit margin. 18. Appropriately represent the hotel to all guests. Meet with professionals and VIPs in the absence of the General Manager or EC designee. 19. Coach associates to deal with guest issues in an efficient manner and at the highest level of service. 20. Be available to assist in guest service areas when needed. 21. Prepare daily competitive occupancy report. 22. Attend Pre-cons if available. 23. Liaise with all meeting planners during events to ensure management visibility. 24. Attend weekly rooms division meetings. Attend departmental meetings to maintain visibility and to share feedback on the guest experience. 25. Monitor and analyze MOD log to suggest solutions to ongoing, repetitive issues. SECONDARY JOB FUNCTIONS 1. Conduct weekly departmental meetings. 2. Interview potential candidates following hotel guidelines and policies. 3. Review all operational reports (out of order, Priority Service, MOD, daily financial) to keep abreast of current status and to direct most effective plans to meet operational objectives. 4. Perform other duties as periodically assigned by Vice President/General Manager or PHG Executive Committee. 5. Represent operations at all site inspections/familiarization trips, pre-convention meetings and deliver presentations when requested. If interested, please click to apply & upload resume! Category: Administrative , Keywords: Assistant Hotel Front Office Manager

Reference: 708083437

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