Trump Hotel Collection Doral , FL 33166
Posted 1 week ago
POSITION PURPOSE:
Assists senior Front Office leadership with implementation of quality standards to guarantee total guest satisfaction.
EXAMPLE OF DUTIES:
ESSENTIAL FUNCTIONS
Assists senior Front Office leadership to monitor all Front Office systems that directly impact the guest, to ensure proper procedures are followed which allow for an outstanding guest experience.
Communicate with guests and associates both verbally and in writing to answer questions and resolve issues.
Assist senior Front Office leadership in the coordination of sales site visits and special housekeeping requests, reservations, etc., to ensure proper procedures are followed and guest satisfaction is achieved.
OTHER:
Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.
Regular attendance in conformance with the standards, which may be established by Doral Golf
Resort & Spa from time to time, is essential to the successful performance of this position.
Associates with irregular attendance will be subject to disciplinary action, up to and including
termination of employment.
Due to the industry that we are in, a need will occur for each associate to provide "Lateral Service." Our goal is to ensure that we are maximizing customer satisfaction and as a result there will be times when our associates in the Operation will call upon us for support in order to ensure customer satisfaction occurs. When we are fortunate enough for this to occur, each associate will positively respond unless there is a chance that an opportunity resulting in dissatisfying a guest could occur. If this is the case the leader is to be notified and the level of support that is being requested will be obtained.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Ensure guest reservation policies, standards and procedures are met. Ensure the effective resolution of any complaints/challenges. Ensure housekeeping procedures are efficiently followed and any issues immediately resolved. Ensure guest check-in/check-out procedures are efficiently followed and any issues immediately resolved.
Meet with guests to resolve service breakdowns to their satisfaction and aid in meeting special guest requests.
Coordinate processes that align marketing, resort operations and revenue management to enhance profitability and overall guest satisfaction.
PHYSICAL REQUIREMENTS:
Frequency Key: Never
0 hours; Rare - up to 1 hour; Occasional
1-3 hours; Frequent
3-6 Hours; Constant
6-8 hours
Physical Activity Frequency
Sitting Frequent
Walking Frequent
Climbing Stairs Occasional
Crouching/Bending/Stooping Occasional
Pushing/Pulling Occasional
Reaching Constant
Grasping Frequent
Talking Constant
Hearing Constant
Lifting/Carrying Occasionally up to 25lb.
Near Vision Constant
Far Vision Constant
Smell Occasional
Travel Occasional
OTHER DUTIES
Assimilate into Trump National Doral
SAFETY REQUIREMENTS
Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. Associates will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your leader.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
Knowledge of computer systems for registration, reservations and backup systems.
Ability to read, write, speak and understand the English language to communicate with guests and associates.
Ability to develop associates to enhance advancement in the resort and corporation.
Ability to effectively deal with internal and external guests, which requires tact, patience, and diplomacy.
Knowledge of basic sanitation requirements/controls and applications of relevant chemicals.
QUALIFICATION STANDARDS
EDUCATION
High school graduate or equivalent required. Four year college degree preferred.
EXPERIENCE
Minimum of 3-5 years Front Office, Guest Services and/or Housekeeping management experience for major Resort Company in a similar size operation.
Trump Hotel Collection