Director of Front Office

Job Description

Job Description

POSITION PURPOSE:

Assist direction of operations of key guest and associate contact departments and supporting leadership roles and associates. Directly oversee all areas of Front Office operations to include Front Desk, Rooms Control, Bell Persons, Resort Shuttle and Packaging Planning in partnership with supporting efforts of Guest Services, Gate Greeters and Valet to enhance operational efficiency and increase guest satisfaction.

EXAMPLES OF DUTIES:

ESSENTIAL FUNCTIONS:

• Direct the activities of key guest contact departments by giving guidance, leadership and instruction to Front Office Managers and Supervisors.
• Assist in maintaining labor and expense efficiencies in accordance to budget and forecast for Front Office.
• Previous senior leadership in Front Office operations for a Four or Five Diamond resort.
• Participates in approval of all new hire associates for Front Office, Package Planning, Bell Operations, Resort Shuttle and Rooms Control.
• Monitors all rooms’ related systems that directly impact the guest, to ensure proper procedures are developed, in place and followed which allow for an outstanding guest experience.
• Communicates with guests and associates both verbally and in writing to answer questions and resolve issues.
• Facilitates the coordination show rooms, sales site visits and special requests, reservations, etc. to ensure understanding by resort operations of procedures that may impact potential guests.

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 resort.

Regular attendance in conformance with the standards, which may be established by Trump National Doral 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 efficient handle of group operations are executed by Front Office operations.
• Ensure the effective resolution of any complaints/challenges.
• Ensure any issues are immediately resolved.
• Ensure guest check-in/check-out procedures are efficiently followed and any issues immediately resolved. Ensure department’s strategic plan for large group arrivals or resort turn of rooms to ensure an exceptional guest experience and operational execution.
• Manage and plan relocation efforts when necessary with Rooms Division Manager and/or Director of Rooms.
• Manage incremental revenue Up Sell Program and Special resort initiatives such as St. Jude and Trump Card Enrollments.
• Develop and maintain relations with comp set hotels and resorts to enhance networking and partnerships for future needs and comparison efforts.
• Ensure first class verbiage and etiquette for Front Office associates and maintain consistent knowledge of resort information for F&B outlets, Golf, Events and individual group information.
• Ensure operations partners including Valet Parking & Transportation are alignment with Trump standards of high quality guest and associate experience expectations to ensure Trump Arrival and Departure standards are met.
• Possess strong critical thinking to best direct Front Office leaders on efficiency, quality and consistency.
• Participates in Manager-On-Duty program and constant monitoring throughout resort and troubleshooting issues.
• Meets with guests to resolve service breakdowns to their satisfaction and aid in meeting special guest requests.
• Ensures processes for guest issues and resolution are developed and maintained creating an increase in overall guest satisfaction and operational effectiveness for associates.
• Ensure HotSos policies and procedures are maintained to address and record guest issues and maintain accurate updates for guest profiles and other operational departments use in the resort.
• Ensure standards for Arrival and Departure, Bell functions and Shuttle are maintaining expected timing for Four Diamond Standards.

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, communications and back-up systems.
• Proficient in computer applications including Word and Excel.
• Able to create Standard Operating Procedures, Job Descriptions and Flow Chart Mapping.
• Able to effectively participate in forecasts, budgets and standard operating procedures.
• Ability to multi task and provide critical thinking.
• Mathematical comprehension to understand and interpret numbers as they apply to operations.
• Ability to read, write, speak and understand the English language to communicate with guests and associates. Bilingual leader to provide clear communication between guests and associates.
• Ability to develop subordinates to enhance advancement in the resort and corporation.
• Ability to effectively deal with internal and external guests, which requires tact, patience, and diplomacy.

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. The resort will provide the required PPE. 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.

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 Frequent

Crouching/Bending/Stooping Occasional

Pushing/Pulling Occasional

Reaching Constant

Grasping Frequent

Talking Constant

Hearing Constant

Lifting/Carrying Occasionally up to 25 lbs.

Near Vision Constant

Far Vision Constant

Smell Frequent

Travel Occasional

OTHER DUTIES:

Assimilate into Trump National Doral Miami Cultural Foundation through understanding, supporting and participating in all elements of the Trump Cornerstones. Demonstrate working knowledge of the service standards.

QUALIFICATION STANDARDS:

EDUCATION

High School graduate or equivalent required.

College degree preferred.

EXPERIENCE

Three to five years of experience as Director of Front Office Operations, Guest Services, and/or Housekeeping. Previous experience in the effective management of associates and leaders. Experience in "Big Box" properties of 500 keys or more preferred.

LICENSES OR CERTIFICATES

CPR Certification and/or First Aid Training preferred. Ability to obtain appropriate government required licenses or certificates.

GROOMING/UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

Trump National Doral participates in the federal E-Verify program, an electronic system that verifies employment authorization in the United States by comparing information from an employee’s Form I-9, Employment Eligibility Verification, with government databases. The company uses E-Verify only after an employee has accepted a job offer and completed the Form I-9. The company does not use E-Verify to pre-screen job applicants or candidates who have not received a job offer from the company.