Front Office Manager

2 weeks ago

Girvan South Ayrshire, United Kingdom Turnberry Resort, Scotland Full time

POSITION PURPOSE
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
Co-ordinate 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
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
Provide clear leadership for quality and process improvement initiatives aligned with business goals and objectives. Supply and co-ordinate effective training to enable all Front Office associates to carry out their duties as required and to maintain high levels of quality
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.
Maintain a high level of personal service and guest recognition, with particular attention to VIPs and return guests
Ensure quality of data is maintained within the property management system enabling accurate guest history and sales information, always encouraging and promoting use of our Alice system to enhance the guest experience
Ensure effective channels of communication are in place maximising the opportunities of distributing the information available - and encouraging ideas and participation from all team members, through monthly team briefings, daily morning meetings and daily operations meetings
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 enrolment targets are met in an ethical manner in accordance with the policies and procedures surrounding the scheme
Continually, seek and respond to guest feedback, monitor trends in guest feedback, forming action plans accordingly to address challenges in service standards
Specific Job Knowledge, Skills and Abilities
Ability to communicate freely in local language is essential
Suitable, relevant experience in the management of Rooms and Front Office
Experience and knowledge of managing and controlling the budget for your department
Drive and commitment to deliver results whilst managing complexity and demonstrating adaptability
Excellent relationship management and interpersonal skills with a high level of emotional intelligence.
High levels of patience, tact and diplomacy with the ability to demonstrate self-confidence, energy and enthusiasm
Ability to assess/evaluate other employees performance in a fair and consistent manner, providing training when needed, and motivating the team
Detail orientated and hands-on with outstanding organisation and communication skills
Excellent systems knowledge is essential for this role and you must possess strong computer skills, including Microsoft Office, (Excel/PowerPoint/Word) Opera.
Benefits:
Subsidised staff accommodation (if required).
Access to a meal on duty in the staff canteen.
Turnberry Friends & Family Rooms Programme - discounted room rates at Trump Turnberry, available to you and your family .
Discounts available at the Food & Beverage outlets and the Golf Professional Shop.
Resort Facilities
use of the Spa, Gym and Golf facilities, including a Staff Golf Club (subject to some restrictions)
.
Trump Hotels Associate and Friends & Family Rates - discounted room rates at all Trump Properties.
Uniforms - a uniform will be provided, and items will be laundered at the Company's expense.
Employee Assistance Programme
offering a range of Employee Assistance Help Lines.
Ongoing training and development, first-class hospitality training &Apprenticeship programmes are available.
TPBN1_UKCT

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