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The Front Office Manager at Trump Turnberry is the golden thread between our Guests and our Resort; always leading and inspiring Front Office associates to deliver exceptional and memorable guest experiences from the welcome to farewell. You will strive to ensure the smooth running of the department, successfully executing all Front Office operations.
ESSENTIAL FUNCTIONS
1. Coordinate all activities, operations, and running of Front Office – whilst actively displaying a proactive front-of-house leadership style by maintaining a strong presence on the floor.
2. Together with Front Office associates, take a leading role in positively representing the company with guests, reinforcing a customer-focused approach to hotel operations at all times – and harnessing Medallia data as a tool to measure success.
3. Provide clear leadership for quality and process improvement initiatives aligned with business goals and objectives. Supply and coordinate effective training to enable all Front Office associates to carry out their duties as required and to maintain high levels of quality.
4. Maintain, implement, and adhere to standard policies, systems, and procedures relating to hotel operations, including health and safety systems and quality standards, and systems contingency planning.
5. Maintain a high level of personal service and guest recognition, with particular attention to VIPs and return guests.
6. Ensure quality of data is maintained within the property management system, enabling accurate guest history and sales information, always encouraging and promoting the use of our Alice system to enhance the guest experience.
7. Ensure effective channels of communication are in place, maximizing the opportunities of distributing the available information – and encouraging ideas and participation from all team members through monthly team briefings, daily morning meetings, and daily operations meetings.
8. On a resort-wide level, actively promote the Trump Card programme to both guests and employees – ensuring all benefits are promoted and understood, and that annual enrollment targets are met ethically in accordance with the policies and procedures surrounding the scheme.
9. Continuously seek and respond to guest feedback, monitor trends in guest feedback, and form action plans accordingly to address service challenges.
Specific Job Knowledge, Skills, and Abilities
* Ability to communicate fluently in the local language is essential.
* Relevant experience in managing Rooms and Front Office.
* Experience and knowledge of managing and controlling the department's budget.
* Drive and commitment to deliver results while managing complexity and demonstrating adaptability.
* Excellent relationship management and interpersonal skills with high emotional intelligence.
* High levels of patience, tact, and diplomacy with the ability to demonstrate self-confidence, energy, and enthusiasm.
* Ability to assess and evaluate employee performance fairly and consistently, providing training when needed, and motivating the team.
* Detail-oriented and hands-on with outstanding organization and communication skills.
* Strong computer skills, including Microsoft Office (Excel, PowerPoint, Word) and Opera system knowledge.
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