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Greets guests, provide prompt and courteous service.
EXAMPLES OF DUTIES:
ESSENTIAL FUNCTIONS:
- Escort guests to rooms and provide detailed orientation, including information of all Hotel services and features according to Hotel Industry Standards.
- Greets guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listen to understand requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
- Deliver guest requests
- Deliver group amenities
- Deliver departure letters for transient and group guests
- Assist with the transportation of all luggage
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 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.
- Attempts to communicate with guest in guest's native language.
- Remains calm and alert, especially during emergency and/or heavy resort activity, and resolve complications such as location changes or credit issues.
- Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest.
- Operates various office machines.
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.
- Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
- Ability to read, listen and communicate effectively in English, both verbally and in writing.
- Ability to access and accurately input information using a moderately complex computer system.
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 Occasional
Walking, standing Constant
Crouching/Bending/Stooping Occasional
Pushing/Pulling Occasional
Stooping Constant
Lifting and carrying Occasional up to 20 pounds.
Reaching Constant
Grasping Constant
Talking Constant
Hearing Constant
Near Vision Constant
Far Vision Constant
Smell Rare
Travel Rare
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. The resort will provide the required PPE. Team members 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.
QUALIFICATION STANDARDS:
EDUCATION
High School graduate or equivalent required
College degree preferred with emphasis on foreign languages.
EXPERIENCE
One to two years of prior guest service experience are preferred. Prior hospitality experience also preferred. Ability to speak multiple languages is desirable.
LICENSES OR CERTIFICATES
CPR Certification and/or First Aid Training preferred.
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 Miami 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.
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