Job Description

Job Description

Job Description

POSITION PURPOSE:

Processes telephone calls and reservations in a timely manner following Trump National Doral standards. Answers all telephone calls including reservations and guest inquiries in a friendly and courteous manner, for package reservations, tee times, spa appointments and internal and external communications.

EXAMPLES OF DUTIES:

ESSENTIAL FUNCTIONS OF RESERVATION CALLS:

• Answers all reservations, telephone calls and emails in a friendly manner, using clear English communication. When processing emails or listening to callers, ensure a clear understanding of their inquiries and requests. Promptly provides accurate information regarding availability of accommodations and other requested information.
• Assists other departments such as Sales, Meetings and Conventions and Front Office with reservation related questions.
• Use proper selling techniques and maintain the utmost in professionalism while personalizing each call.
• Determine caller's needs through active listening and using probing questions to satisfy and sell to those needs.
• Processes all group contracts from the Sales Department. Obtains data from various sources, including but not limited to faxes, electronic messages and handwritten lists. Enters all group blocks into reservations computer system and verifies correctness of data entered against the data received. Follow up with the Sales Department regarding all questions that stem from the groups. Monitors group blocks after they have been entered into the computer system.
• Achieve or surpass all departmental standards in regards to shop scores, calls answered, call conversion.
• Maintains suite and VIP reservation request process and inventory controls for all suites and other room accommodations, as needed, to maximize revenue and meet guest needs.

ESSENTIAL FUNCTIONS OF INTERNAL AND EXTERNAL CALLS and COMMUNICATIONS:

• Answers calls originating from external and internal sources. Directs the caller to the appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other requests. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers.
• Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.
• Greets callers with a friendly and sincere welcome. Uses a positive and clear speaking voice, listen to and understand requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
• 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.
• Enters all guest responses and requests into Alice in order to provide effective and efficient service.
• Provides a record of all Guest Insights to allow departments to properly research and respond to the guest for any challenges which may occur.
• Field guest complaints, conducting 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 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 meetings as required.
• Attempts to communicate with guests in guest's native language.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues.
• Summons team members to escort guests to/from their rooms as appropriate.
• Operates various office machines.
• Operate facsimile to send and receive transmissions for guests. Notify guests of receipts using a computer system.
• Call for repair and technical support of all computer based PBX equipment.

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.

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 Constant

Standing Occasional

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

One to two years of prior Guest Service, Reservations, Front Office or Sales experience is preferred. Prior luxury hospitality experience and previous PBX experience preferred. Ability to speak multiple languages is desirable.

LICENSES OR CERTIFICATES

None

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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