Front Desk Manager

Front Office Operations Manager

Carries out Front Office Operations procedures to ensure profitability, control costs and quality standards to guarantee total guest satisfaction. This position requires an overnight rotation of two overnight shifts. Essential functions include monitoring all rooms related systems that directly impact the guest, to ensure proper procedures are in place and followed which allow for an outstanding guest experience. Communicate with guests and associates both verbally and in writing to answer questions and resolve issues. Coordinates, under the direction of senior Front Office leadership, with all involved departments; sales site visits and special housekeeping requests, reservations, etc., to ensure proper procedures are followed and guest satisfaction is achieved.

Supportive functions may include ensuring 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 include sitting, walking, climbing stairs, crouching/bending/stooping, pushing/pulling, reaching, grasping, talking, hearing, lifting/carrying occasionally up to 25lb., near vision, far vision, smell, and travel occasionally. 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.

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 includes 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 include high school graduate or equivalent required. Four year college degree preferred. Minimum of 3-5 years Front Office, Guest Services and/or Housekeeping management experience for major Resort Company in a similar size operation. CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificates. All associates must maintain a neat, clean and well-groomed appearance. Additional language ability preferred.