The Peabody Orlando is a custom-built Orlando hotel catering to the meetings and conventions industry nationwide. The hotel is a masterpiece of contemporary design and luxurious décor and furnishings. Since opening its doors in 1986, The Peabody Orlando has established itself as the Orlando convention hotel of choice for the nation's professional meeting planners. As one of only two Forbes Four-Star, AAA Four Diamond hotels in the entire city, The Peabody Orlando has won every major hotel industry award for excellence in all aspects of its operation and most importantly, for the outstanding achievements of its associates, collectively and individually.
We invite you to come and be part of “Simply the Finest” hotel team in Central Florida. Qualified candidates, please submit an online application @ www.peabodyorlando.com/careers
EOE M/F/D/V
A Drug-Free and Tobacco-Free Workplace
Responsible for the cohesive operations of Front Office in accordance with policy, procedures and standards. Places equal emphasis on administrative duties, financial/profitability, technical and hospitality product and leadership of hourly, supervisory and managerial associates. Through supervision of these departments, the Front Office Director is responsible for guiding the entire guest experience, from arrival, through check-in and in-house services, to checkout and departure, ensuring Level 10 service by every associate at every step, while maximizing profitability. Places special emphasis on a strong and highly effective relationship with key stakeholders, particularly, Sales, Convention Services, Revenue Management team, Housekeeping, Engineering and Guest Services.
Other Job Tasks:
- Ability to maintain regular and punctual attendance. Ability to adhere to Peabody grooming standards.
- Maintain complete knowledge of and comply with all departmental, divisional and hotel policies, service procedures and standards. Recommend upgrades to achieve greater levels of service procedures and standards
- Responsible for overseeing the successful implementation of training and development of associates with focus on technical skills, upselling strategies, service excellence techniques/behaviors and operation standards.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times, with empathy and problem resolution skills, warmth, charm and poise.
- Knowledge of all hotel services/features /activities to respond to guest inquiries accurately.
- Resolve guest complaints, ensuring guest satisfaction. Utilize critical moments of service, if applicable.
- Maintain knowledge of local competition and current industry trends, encouraging entrepreneurial response to
changing marketplace conditions.
- Evaluate interdepartmental relationships of Rooms operations providing analysis, insight, and recommendations for improvement to achieve optimum teamwork.
- Evaluate and makes recommendation regarding human resource development within Rooms operations to facilitate the development of associates to meet current and future operating needs.
- Track monthly revenue, review monthly P&L and narratives for each supervised department, review hotel occupancy to efficiently forecast future revenues.
- Interview, hire, train and evaluate direct reports. Provide ongoing coaching and educational opportunities to ensure development of management team.
- Approve hiring, training and evaluation of subordinate departmental associates, including regular participation in panel interviews and monthly departmental meetings.
- Review hotel activity, attend pre-convention, planning and staff meetings, and review out of order room status on potential sell-out days.
- Approve departmental work schedules in accordance with staffing guidelines and labor budget/forecast.
- Adjust schedules to meet business demands during the week.
- Attend Daily Shift Meetings regularly.
- Constantly monitor staff performance in all phases of service and job functions; rectify any discrepancies with respective personnel.
- Foster and promote a cooperative work environment, maximizing productivity and associate morale.
- Provide feedback to staff on their performance. Handle disciplinary problems and counsel associates according to hotel and company standards.
- Training plan/mentors incentive programs to support behaviors.
- Communicates with Reservations, Sales, Catering on individual basis to ensure successful group arrivals/departures.
- Oversee strategizing control of room inventory with front desk manager to maximize revenues after turnover from Reservations Department.
SECONDARY FUNCTIONS:
Complete special projects as directed by rooms director, general manager, or other higher-ranking management. Ability to understand and execute all safety and emergency procedures (for example: fire, crowd control, inclement weather, and bomb threats). Encourage and reward service oriented style of management in direct reports.
