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.

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.