Director of Reservations and Communications

POSITION PURPOSE:

Provide supervision, direction and leadership in the Reservations Department in accordance with the objectives, performance and quality standards supportive of the brand. The Director of Reservations ensures the highest level of quality to all customers; ensures enforcement of resort policies and procedures; proper selling and use of sales techniques for Room, Spa, Golf, Dining and activities including training designed to enhance overall hotel revenue through ADR and revenue par.

EXAMPLES OF DUTIES:

ESSENTIAL FUNCTIONS:

• Ensures the adherence of all agents to the professional standards set forth by the company.
• Oversees the training of all new hires in all job functions (rooms, spa, golf, groups) with a goal of a fully cross-trained team.
• Monitors and reports on agent productivity, including shop scores, closure ratio, talk time, any other standard as set by the department leader.
• Partners with IT department to solve any system issues that may inhibit servicing callers.
• Maintains a training schedule for all agents, focused on performance need areas, as well as skill development.
• Manages the department incentive program.
• Coordinates with the Group & Conference Services teams to ensure zero errors in the processing of group lists, group blocks management, billing and routing set up, and room assignment.
• Works with Front Office team to ensure any guests inquiries are answered in a prompt, efficient manner. Attends Front Office meetings as needed to provide training on packages and/or promotions.
• Manages room inventory, and alerts Director of Revenue Management to any potential issues regarding room availability.
• Generates and evaluates production, and pace reports.
• Attends revenue management, pick-up, pre-convention and other designated meetings as required.
• In the absence of the Director of Revenue Management maintain all systems, including building rates, group links, and forecasting.
• Provides service recovery for reservations related guest complaints and provides feedback, if necessary, to the guest and other departments.
• Assists in recruiting, hiring, and training within the department.
• Mentor, coach and supervise Reservations team in issues relating to daily operation.

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 Trump National

Doral Miami 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 guest 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 guest 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.

• Maintains daily communication with revenue management and front office.
• Performs functions of the reservations sales agent when needed
• Assists sales, meetings and conventions, catering, and other departments with reservations related questions.
• Performs other duties as assigned by manager.

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.

Ability to read, listen and communicate effectively in English.

• Ability to access, read and accurately input information using a moderately complex computer system.
• Ability to effectively deal with both internal and external guests, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the guest and providing positive and proactive solutions.
• Analytical ability sufficient to analyze information, assess reservation trends and make relevant decisions.
• Excellent organizational skills and ability to work well under pressure and meet deadlines.
• Comprehension of technical application of reservations systems.

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 Constant

Standing Occasional

Walking Frequent

Climbing stairs Occasional

Crouching/Bending/Stooping Rare

Reaching Frequent

Grasping Frequent

Pushing/Pulling Rare

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Taste Never

Smell Never

Lifting/Carrying (# lbs) Occasional up to 20 lbs.

Travel Rare

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. The hotel will provide the required PPE. 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 Manager.

QUALIFICATION STANDARDS:

EDUCATION

High School degree required. Any combination of education and experience equivalent to a four-year college degree that provides the required knowledge, skills and abilities.

EXPERIENCE

Must have a minimum of five years of Reservation Management experience, ideally with another luxury hotel company. Bachelor's degree in hospitality management or a related field preferred.