POSITION CODE: PMR999

JOB OVERVIEW:

Create and maintain an ultra-luxury 33 room environment with intense focus on exceptional guest satisfaction, while assisting in driving unprecedented ADR and ancillary revenues. Staying current with all industry trends and the highest level or current industry service levels.

Responsible for the leadership and management of all aspects of The Pembroke in accordance with company policy, procedures and standards. Direct, implement and maintain a service and management philosophy, which serves as a guide to respective staff, the safety and welfare of hotel guests and associates while maximizing profitability.

REPORTS TO: Direct Report: Director of Revenue Management

Secondary Report: Director of Rooms

SUPERVISES: Management staff of Concierge, Housekeeping, Food and Beverage, etc. associates and operational liaison for all internal third-party partners/vendors for all Pembroke activities.

WORK ENVIRONMENT:

Front Office, Front Drive, Lobby areas, Recreational Facility areas, Housekeeping and guest room floors, Security and Fire Command and all public 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: All Rooms Division Staff, Sales, Catering/Convention Services, HR, Purchasing, Cost Control, Accounting and IT, Executive Offices, Executive Committee Members, Revenue Department and Engineering.

External: Hotel guests/visitors, suppliers and other hotel associates.

QUALIFICATIONS

Essential:

1. High school diploma or equivalent vocational training certificate.

2. Goal and results oriented professional in hotel operations with emphasis on quality/standards.

3. Fluency in English, both verbal and written. Ability to provide legible communication.

4. Understand mathematical calculations, particularly statistics and numerical relationships.

5. Previous guest relations training and experience. Proven record inspiring a team by enthusiastically articulating operating philosophy and goals.

Desirable:

1. Associates degree or higher in Hotel Management or related business field.

2. Rooms supervisor or management experience.

3. Luxury or high-end hotel experience

4. Ability to suggestively sell with a competitive drive toward accomplishment.

5. Creative talent in leadership skills.

6. Goal and results oriented.

7. Proactive, prideful and enthusiastic possessing initiative, judgment and energy.

8. Respond positively to pressure and enjoy a fast-paced environment.

PHYSICAL ABILITIES

Essential:

1. Exert physical effort in transporting up to 60 pounds to areas of operation.

2. Ability to bend, squat, and reach throughout the work areas on a daily basis.

3. Ability to sit, stand or work for prolonged periods of time.

4. Ability to perform tasks requiring sustained repetitive motion and/or find motor skills.

5. Ability to move freely within office areas.

ESSENTIAL JOB FUNCTIONS

1. Ability to:

· perform job functions with attention to detail, speed and accuracy.

· prioritize and organize.

· be a clear thinker, remaining calm and resolving problems using good judgment.

· follow directions thoroughly.

· understand guests’ service needs.

· work cohesively with associates as part of a team, ability to work with diverse groups of people to achieve targeted goals.

· be an ambitious self-starter, work with minimal supervision.

· maintain confidentiality of guest and associate information and pertinent hotel data.

· direct performance of staff and follow up with corrections when needed, be an effective coach and mentor.

· understand and execute all safety and emergency procedures (for example, fire, crowd control, inclement weather and bomb threats).

· direct/escort guests to various facilities and functions throughout the hotel.

· maintain filing systems.

· perform basic arithmetic, including the use of percentages.

· comprehend P & L and budget reports and write commentary.

· analyze and comprehend information in the property management system/computers/Point of Sales system.

· speak, read, write and understand the primary language(s) used in the workplace.

· 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.

· uphold and exemplify Peabody Service Excellence®.

2. Be responsible for the financial success of the Pembroke

3. Be responsible for overseeing the successful implementation of training and development of Pembroke associates.

4. Prepare and administer timely performance evaluations according to hotel standards for direct reports.

5. Maintain complete knowledge of and comply with all divisional and hotel policies, procedures and standards to include compliance with AAA, Mobil, Preferred, and Peabody standards.

6. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and at any time of day.

7. Maintain positive guest relations at all times.

8. Knowledge of all hotel services/features/activities in order to respond to guest inquiries accurately.

9. Resolve guest complaints, ensuring guest satisfaction. Utilize critical moments of service, if applicable.

10. Monitor cleanliness, sanitation and organization of Pembroke areas.

11. Check with the concierge team throughout the day to ensure that all clerical work is processed on a timely basis.

12. Direct and monitor the performance of Pembroke staff, ensuring that all procedures and standards are followed. Correct any deficiencies with respective associate.

13. Establish, review and maintain Pembroke standards, to include the following:

· Uniform specifications.

· Service standards.

· Product specification.

· Material and equipment specification.

14. Participate in formulating and administering company policies and developing long-range goals and objectives for the Company.

15. Evaluate, review and analyze Pembroke performance at the property on a monthly basis (or more often as requested).

16. Maintain knowledge of local competition and current industry trends.

17. Evaluate and recommend changes in concepts to keep The Pembroke competitive in the marketplace.

18. Evaluate and make recommendations regarding human resource development within Pembroke operations to facilitate the development of associates to meet current and future operating needs.

19. Evaluate the maintenance of the physical plant in all Pembroke operating areas to include: all workspaces/ kitchens, Pembroke lobby area, guest floor, public area, and offices.

20. Support revenue attainment in the hotel, particularly selling strategies and tactics for all revenue centers.

21. Maintain a professional relationship and an open-door policy to all staff members of the hotel.

22. Develop budgets for Pembroke departments and follow through on any variances.

23. Provide the expertise necessary for all Pembroke operations.

24. Inspect all responsible for all established standards of operations.

25. Oversee the implementation of all new and existing procedures for all departments.

26. Be responsible for the success of The Pembroke in coordinating activities with other areas of the hotel.

27. Be responsible for the selection, promotion from within, development and termination of all Pembroke staff members directly.

28. Research and recommend all capital improvements in The Pembroke.

29. Be responsible for the review and research of all amenity and service enhancement items.

30. Conduct daily and monthly departmental meetings.

31. Interview potential candidates following hotel guidelines and policies.

32. 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.

33. Other duties as periodically assigned by Vice President, General Manager or PHG Executive Committee.

34. Represent operations at all site inspections/familiarization trips, pre-convention meetings and deliver presentations when requested.

35. Perform any duties reasonably assigned by the supervisor.

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