Job Description

Job Description

Job Description

POSITION PURPOSE:

To ensure flawless execution of all package guests (group and transient) throughout their stay. Coordinate all on property activities prior to arrival (golf, spa, restaurant reservations, etc.). Act as internal liaison between departments to audit and ensure that both transient and group packages are built to absorb all elements properly. Check all package guests’ bills prior to check out to ensure guests receives an accurate reconciled folio on departure day. 

EXAMPLES OF DUTIES:

ESSENTIAL FUNCTIONS:

• Responsible for pre-arrival experience: welcome email to contact all incoming package and transient guests to arrange all property activities. Develop pre-email/pre-call schedule for all.
• Ensure all activities are noted in all systems as to whether included in package or additional fees to guests.
• Communicate with internal team (reservations, accounting, golf, spa, and restaurants) to ensure proper rates are being used at POS to ensure elements are properly absorbed. Ensure proper billing notes for everything in addition to package is clear
• Email all incoming package guests with confirmations detailing package inclusions, itineraries, and rates. 
• Email all incoming transient guests with confirmations of on property activities
• Create welcome packets for all package guests detailing package inclusions, itineraries, and rates
• Pre-Check out: daily folio checks/bill reconciliation for all package guests (transient and group) to ensure packages absorb elements properly and any overages on guests’ folios are validated.
• Post-Check out: send thank you email with copy of guests’ folio
• Regular attendance in conformance with the standards, which may be established by Trump National Doral and Spa from time to time, is essential to the successful performance of this position.

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 Trump National Doral Miami 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.

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. 

• Assists office in any other administrative duties as needed. 
• Prepares reports as required. 
• Attends training and meeting as required. 

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. 

• Ability to read, listen and communicate effectively in English. 
• Ability to access read and accurately input information using a moderately complex computer system.
• Ability to effectively deal with both internal and external guests, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the guest and providing positive and proactive solutions.
• Experience with OPERA 
• Resort package knowledge  

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 

Standing                                                                      Constant

Walking                                                                        Frequent 

Climbing stairs                                                            Occasional 

Crouching/Bending/Stooping Rare 

Reaching                                                                      Frequent 

Grasping                                                                      Frequent 

Pushing/Pulling                                                          Rare 

Near Vision                                                                 Constant 

Far Vision                                                                    Constant 

Hearing                                                                        Constant 

Talking                                                                         Constant 

Taste                                                                            Never 

Smell                                                                             Never 

Lifting/Carrying (# lbs)                                              Occasional up to 20 lbs. 

Travel                                                                           Rare

Typing                                                                          Constant            

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. 

EXPERIENCE 

Prior Reservations, Front Office or travel industry experience 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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