VIP Specialist

2 weeks ago

Memphis, Tennessee, United States Peabody Hotels & Resorts Full time


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.
Requirements

QUALIFICATIONS

Essential:
  1. High school education or equivalent.
  2. Previous experience in a Service Industry.
  3. Fluency in English, both verbal and written.
  4. 3 years experience in the hotel industry preferred, preferably at a 5-Diamond hotel.
  5. Knowledge of Front Office operations.
  6. Ability to:
  • provide clear and pleasant telephone communications to all callers.
  • understand guest inquiries and provide responses.
  • focus on guests' needs, remaining calm and courteous.
  • think clearly and quickly and make precise decisions.
  • prioritize and organize work assignments, meet deadlines and follow up.
  • work well under pressure.
  • focus on attention to detail.
  • ensure security of guestroom access.
  • ensure security and confidentiality of all guest and pertinent hotel information.
  • perform job function with minimal supervision.
  • work independently or with other departments as part of a cohesive team.
  • Ability to understand and execute all safety and emergency procedures (for example: fire, crowd control, inclement weather, bomb threats, etc.).
  • to handle cash and credit transactions.
  • maintain composure and objectivity under pressure.
  • perform basic arithmetic, including the use of percentages.
  • utilize basic office equipment.
  • type a minimum of 30 words per minute.
  • Ability to sustain direct contact with the public; must establish high degree of customer service (smile, eye contact, positive personal presentation, etc.), and high volume interaction with guests and staff.
  • be a contributing member of the Front Office Team.
    • provide legible communications and directions.
    • satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner. In addition, be able to direct/escort guests to various facilities and functions within the hotel.
    • maintain regular and punctual attendance.
    • adhere to Peabody grooming standards.
    • exemplify Peabody Service Excellence.
  1. Computer literate.
Desirable:
  1. Bachelor's Degree.
  2. Dynamic personality.
  3. Ability to communicate in other languages besides English and Spanish.
PHYSICAL ABILITIES

Essential:
  1. Remain in stationary position for extended hours throughout work shift.
  2. Maintain ability to move freely throughout the hotel.
STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

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