Assistant Director of Front Office

POSITION PURPOSE:

Assist the Director of Front Office in directing and supervising the operational activities of the resort’s front office within corporate and hotel guidelines to provide the highest standards of courteous service while permitting acceptable profit levels.

EXAMPLES OF DUTIES:

ESSENTIAL FUNCTIONS:

•    Review VIP reservations, amenity orders, and resumes for incoming and in-house guests.  Update the computer system by inputting inventory and non-inventory groups.  Communicate with other departments to ensure proper handling of guests and groups.  Maintain contact with Reservations Service regarding requests for suites, special accommodations, etc.  Maintain control over rate changes on in-house guests.

•    Compute daily payroll, schedules, and other reports.  Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures.

•    Perform front desk supervisor duties, such as. Handle cash, make change and balance an assigned house bank.  Accept and record vouchers, traveler’s checks, and other forms of payment.  Count cash and other methods of payment at the end of the shift to verify and balance the house bank.

•    Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.  Field guest complaints, conducting through research to develop the most effective solutions and negotiate results.  Plan and implement detailed steps by using experienced judgement and discretion.

•    Communicate effectively both verbally and in writing to provide clear direction to staff.  Observe performance and encourage improvement. Administration of disciplinary procedures.  Monitor lobby traffic and makes staffing adjustments accordingly.

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:

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. 

•    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.

•    Ability to develop subordinates to enhance advancement in the hotel and corporation. 

•    Ability to effectively deal with internal guests and external guests, which requires tact, patience, and diplomacy.

•    Knowledge of basic sanitation requirements/controls and applications of relevant chemicals.

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. The hotel 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 Manager.

QUALIFICATION STANDARDS:

EDUCATION

High school graduate or equivalent required. 

Four year college degree preferred. 

EXPERIENCE

Three to five years of experience as Director of Front Office, and/or Guest Services, and/or Housekeeping in large scale luxury hotels. Experience in the effective management of associates and managers.

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.