Director of Front Office

Trump Hotel Collection•Doral, FL

58d

About The Position

Assist direction of operations of key guest and associate contact departments and supporting leadership roles and associates. Directly oversee all areas of Front Office operations to include Front Desk, Rooms Control, Bell Persons, Resort Shuttle and Packaging Planning in partnership with supporting efforts of Guest Services, Gate Greeters and Valet to enhance operational efficiency and increase guest satisfaction.

Requirements

Previous senior leadership in Front Office operations for a Four or Five Diamond resort.
Knowledge of computer systems for registration, reservations, communications and back-up systems.
Proficient in computer applications including Word and Excel.
Able to create Standard Operating Procedures, Job Descriptions and Flow Chart Mapping.
Able to effectively participate in forecasts, budgets and standard operating procedures.
Ability to multi task and provide critical thinking.
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. Bilingual leader to provide clear communication between guests and associates.
Ability to develop subordinates to enhance advancement in the resort and corporation.
Ability to effectively deal with internal and external guests, which requires tact, patience, and diplomacy.
High School graduate or equivalent required.
Three to five years of experience as Director of Front Office Operations, Guest Services, and/or Housekeeping.
Previous experience in the effective management of associates and leaders.

Nice To Haves

College degree preferred.
Experience in "Big Box" properties of 500 keys or more preferred.
CPR Certification and/or First Aid Training preferred.
Ability to obtain appropriate government required licenses or certificates.

Responsibilities

Direct the activities of key guest contact departments by giving guidance, leadership and instruction to Front Office Managers and Supervisors.
Assist in maintaining labor and expense efficiencies in accordance to budget and forecast for Front Office.
Participates in approval of all new hire associates for Front Office, Package Planning, Bell Operations, Resort Shuttle and Rooms Control.
Monitors all rooms' related systems that directly impact the guest, to ensure proper procedures are developed, in place and followed which allow for an outstanding guest experience.
Communicates with guests and associates both verbally and in writing to answer questions and resolve issues.
Facilitates the coordination show rooms, sales site visits and special requests, reservations, etc. to ensure understanding by resort operations of procedures that may impact potential guests.
Ensure guest reservation policies, standards and procedures are met.
Ensure the efficient handle of group operations are executed by Front Office operations.
Ensure the effective resolution of any complaints/challenges.
Ensure any issues are immediately resolved.
Ensure guest check-in/check-out procedures are efficiently followed and any issues immediately resolved. Ensure department's strategic plan for large group arrivals or resort turn of rooms to ensure an exceptional guest experience and operational execution.
Manage and plan relocation efforts when necessary with Rooms Division Manager and/or Director of Rooms.
Manage incremental revenue Up Sell Program and Special resort initiatives such as St. Jude and Trump Card Enrollments.
Develop and maintain relations with comp set hotels and resorts to enhance networking and partnerships for future needs and comparison efforts.
Ensure first class verbiage and etiquette for Front Office associates and maintain consistent knowledge of resort information for F&B outlets, Golf, Events and individual group information.
Ensure operations partners including Valet Parking & Transportation are alignment with Trump standards of high quality guest and associate experience expectations to ensure Trump Arrival and Departure standards are met.
Possess strong critical thinking to best direct Front Office leaders on efficiency, quality and consistency.
Participates in Manager-On-Duty program and constant monitoring throughout resort and troubleshooting issues.
Meets with guests to resolve service breakdowns to their satisfaction and aid in meeting special guest requests.
Ensures processes for guest issues and resolution are developed and maintained creating an increase in overall guest satisfaction and operational effectiveness for associates.
Ensure HotSos policies and procedures are maintained to address and record guest issues and maintain accurate updates for guest profiles and other operational departments use in the resort.
Ensure standards for Arrival and Departure, Bell functions and Shuttle are maintaining expected timing for Four Diamond Standards.