Front Office Manager

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.