Front Desk Manager

Job Description

Job Description

POSITION PURPOSE:

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.

EXAMPLE OF DUTIES:

ESSENTIAL FUNCTIONS

• Monitor 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.

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 - 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

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.

LICENSES OR CERTIFICATES

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

GROOMING/UNIFORMS

All associates 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.

OTHER

Additional language ability preferred.

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.