Assistant Attache Manager

POSITION PURPOSE:

Support the Attaché Manager in representing the hotel throughout all stages of a guest stay, curating monumental memories for discerning travelers with an astute taste of luxury. Collaborating seamlessly with all departments and working in cohesion with the Front Office, this position is responsible for exquisite orchestration of guest experience. The Attaché Supervisor serves as the liaison with guests and all operating departments to seamlessly deliver guests requests. Ensure overall guest satisfaction by communicating with guests who have departed and have provided specific feedback with areas of opportunity, creating action plans to impact overall experiences.

• Think creatively, research and prepare personalized amenities, ideas and experiences for guests to enhance guest emotional engagement.
• Continually maintain an accurate and detailed guest profile database. Transfer preferences, key guest information to guest profile, record guest complaints, enter feedback from comment cards, amenity history, preferences, allergies, significant dates and any other relevant information as per Hotel standards.
• Review and accurately prepare daily reports; research database for next day arrivals, check preferences, incidents, comments and stays for each guest, assign and highlight VIP guests, flag all guests with special requests.
• Highlight all repeat guests; ensure Hotel is informed of any preferences or past opportunities.
• Monitor all hotel related systems and processes that directly impact the guest, to ensure proper procedures are in place and followed which allow for an outstanding guest experience.
• Communicate with guests and associates both verbally and in writing to answer questions, resolve issues and increase Guest Satisfaction and maximize scores.
• Facilitate the coordination of marketing initiatives, sales site visits and special housekeeping requests, reservations, etc., to ensure understanding by resort operations of procedures that may impact potential guests.
• Responsible for immediate acknowledgement of all guests and assisting all guests throughout lobby and reception area with any requests (i.e. registration, check-out, special requests or preference, itinerary, etc.
• Communicates in a manner that is open, honest and responsive in all situations. Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next. Must be a problem solver, able to turn challenging experiences to positive ones.
• Print Daily Amenity List for current day. Amenities must be delivered to guests prior to arrival unless otherwise directed.
• Ensure selected rooms are “do not move”.
• Once final room has been determined - Enter a pop up message indicating the type of amenity and instructions not to move the room, i.e. “DO NOT MOVE – FLOWERS IN ROOM”.
• Monitor rooms for any changes.
• Able to perform Front Desk functions including arrival and departure duties, due outs etc.
• Able to perform Golf Attaché and Rooms Controller Attaché functions and responsibilities.
• Relieve duties of Attaché Manager in their absence.

OTHER DUTIES:

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 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.

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

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.

• Knowledge of computer systems for registration, reservations and back up systems.
• 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.

QUALIFICATION STANDARDS

EDUCATION

High school graduate or equivalent required.

College degree preferred.

EXPERIENCE

Experience in Guest Relations role.

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.

Trump National Doral 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.