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Job DescriptionPOSITION PURPOSE: Responsible for the direction and key guest contact departments and their leaders and associates. EXAMPLES OF DUTIES: ESSENTIAL FUNCTIONS: • Direct the activities of key guest contact departments by giving guidance, leadership and instruction to department heads., • Overall budget approval authority for rooms division departments., • Monitors all rooms’ related systems that directly impact the guest, to ensure proper procedures are 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 of marketing initiatives, sales site visits and special housekeeping requests, reservations, etc., to ensure understanding by resort operations of procedures that may impact potential guests 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 Doral Golf Resort & Spa 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. 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 the Operation 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. 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. • Ensure guest reservation policies, standards and procedures are met., • Ensure the effective resolution of any complaints/challenges., • Ensure housekeeping procedures are efficiently followed and any issues immediately resolved., • Ensure guest check-in/check-out procedures are efficiently followed and any issues immediately resolved., • Manages and administers the Manager-On-Duty program requiring weekend stay over, 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. Resolves complaints on behalf of the Managing Director. 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. • Knowledge of computer systems for registration, reservations, communications and back-up systems., • 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., • 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., • Knowledge of basic sanitation requirements/controls and applications of relevant chemicals. 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 resort 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 Leader. 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 Frequent Walking Frequent Climbing stairs Occasional Crouching/Bending/Stooping Occasional Pushing/Pulling Occasional Reaching Constant Grasping Frequent Talking Constant Hearing Constant Lifting/Carrying Occasionally up to 25 lbs. Near Vision Constant Far Vision Constant Smell Occasional Travel Occasional 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. QUALIFICATION STANDARDS: EDUCATION High School graduate or equivalent required. College degree preferred. EXPERIENCE Three to five years of experience as Director of Front Office Operations, and/or Guest Services, and/or Housekeeping. Experience in the effective management of associates and leaders. LICENSES OR CERTIFICATES CPR Certification and/or First Aid Training preferred. Ability to obtain appropriate government required licenses or certificates. 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 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.