Position Purpose:

Ensure the guest experience is seamless during the arrival and departure process and throughout the stay. Acquaints each guest with room and features.

EXAMPLE OF DUTIES:

ESSENTIAL FUNCTIONS

• Completes VIP registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Ensures guest knows location of room, and arranges for associate to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.

• Work with Leader to ensure rooms and services are correctly accounted for within guest statement. Properly accounts for complimentary services provided by the resort, for the guest. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
• 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.
• Receives special requests from guests, and forwards requests to appropriate associates for decisions and actions. Establish food safety/sanitation standards in compliance with federal and state regulations.
• Promptly answers the telephone and web inquiries. Inputs messages into the computer and tells other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items as requested.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy resort activity. Plans and implements detailed steps by using experienced judgment and discretion.

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 Trump National Doral - Miami from time to time, is essential to the successful performance of this position.

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 Operations 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 Assimilate into Trump National Doral - Miami Culture Standards through understanding, supporting and participating in all elements of our Trump Cornerstones. Demonstrate working knowledge of the service standards.

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.
• Summons associates to escort guests to/from their rooms as appropriate.
• 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.

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 cultural standards.

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.

QUALIFICATION STANDARDS

EDUCATION

High school graduate or equivalent required. Four year college degree preferred.

EXPERIENCE

One to two years of prior guest service experience are preferred. Prior hospitality experience also preferred. Ability to speak multiple languages is desirable.

GROOMING

All associates must maintain a neat, clean and well-groomed appearance (specific standards available).