Bell Captain

POSITION PURPOSE:

Provides guidance and leadership as Guest Service Supervisor and ensure consistent quality of guest service is provided to all guests in accordance with Trump National Doral - Miami Group culture standards.

EXAMPLE OF DUTIES:

ESSENTIAL FUNCTIONS

* Assign and instruct Guest Service Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
* Manage guest services operations.
* Resolve guest complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
* Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Trump National Doral - Miami Group culture standards.
* Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop.

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 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. Ensure Food and Beverage quality and experience processes adhere to brand standards.
* Meet with guests to resolve service breakdowns to their satisfaction and aid in meeting special guest requests working closely with Attaché and other key departments.
* Coordinate processes that align marketing, resort operations and revenue management to enhance profitability and overall guest satisfaction.

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 25lb.

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.

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. 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.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

* Knowledge of computer systems for registration, reservations 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 guests and external guests, which requires tact, patience, and diplomacy.
* Knowledge of basic sanitation requirements/controls and applications of relevant chemicals.
*

EXPERIENCE

Experience in a Supervisory role.

QUALIFICATION STANDARDS

EDUCATION

High school graduate or equivalent required. Four year college degree preferred.

EXPERIENCE

Minimum of 3-5 years Front Office, Guest Services and/or Housekeeping management experience for major Resort Company in a similar size operation.

LICENSES OR CERTIFICATES

CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificates.

GROOMING/UNIFORMS

All associates 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.

OTHER

Additional language ability preferred.