SUMMARY
Maintain efficient “guest satisfaction” oriented operations at the Front Desk in accordance with Trump International Standards. Supervise Front Desk Agents, Bellman and Concierge, assuring correct coverage is scheduled and Forbes & Hotel standards are being followed. Train new personnel and supervise Front Desk shift activity. Promote guest recognition awareness among all team members and management. Foster relationships with guests thereby encouraging repeat business and brand loyalty. Oversee the hotel VIP and Amenity program
ESSENTIAL FUNCTIONS OF THE POSITION
- Welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures.
- Display, at all times, a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.
- Supervise the guest lounge, making sure that the items are replenished, and the conditions are up to standard.
- Coordinate guests’ special needs, requests and preferences with the departments concerned.
- Support revenue enhancement efforts through proper “house set up” and motivating achievement in the “upsell” program
- Be familiar with all areas of the hotel such as room types and amenities offered to the guests.
- Ensure proper check in/out procedures and adherence to Trump International Standards.
- Accept reservations, changes and cancellations in the absence of reservations staff.
- Handle guest problems or complaints, and track record resolving customer complaints to benefit of guests and the property.
- Ensure the reconciliation process at the close of the shift and cash out are handled correctly.
- Ensure the safety deposit box requests, including distributing, giving access to and closing procedures are followed correctly.
- Maintain inventory of supplies and operating equipment.
- Communicate pertinent information to desk staff and between shifts.
- Provide correct No Show Listing to Accounting.
- Maintain efficient credit balances on all guests
- Maintain owner accounts with proper allowances.
- Handles hotel emergency procedures and situations with maturity and professionalism
- Familiar with Front Office/Reservations/Housekeeping/Guest services training techniques.
- Verifiable record improving guest service and satisfaction.
- Understand scheduling to optimize financial performance while meeting employee scheduling.
- Assure guest expectations are exceeded through proper employee training
- Able to direct staff performance and follow up with corrections, counseling and training where needed
- Ensure that guest preferences are meticulously recorded and that a detailed guest history is maintained
- Respond to Guest feedback according to Forbes standards, and communicate Guest Feedback to Department and Hotel accordingly
- Ensure that the front office team is knowledgeable about hotel services, standards, features, and amenities
- Assist with the issuance and room assignments to housekeeping team members, reviewing special requests
- Assign specific tasks to the staff as they arise and empower them to take on additional responsibilities and challenges to promote creativity
- Conduct on-going training with existing staff and ensure that new associates are certified as required
- Perform as manager on duty in the absence of Front Office Management inclusive of overnight shift
- Work with the hotel’s property management system and reservation system to maximize revenue through occupancy and rate adjustments based on market conditions.
- Ability to motivate staff and maintain a cohesive team
- Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
- Be always an ambassador of The Trump International Beach Resort, in and outside of workplace
- Self-starter, self-motivated, hardworking
- Team player, able to work well with other departments and co-workers
- Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description
