Duty Manager at Turnberry Resort, Scotland

Full description

PROPERTY The diversity of the product offering encompasses a Luxury hotel, with 204 rooms within the main Hotel and Villa accommodation, 11 meeting rooms, 3 golf courses, The Spa at Turnberry and Turnberry Adventures across the grounds of the 827-acre resort. The property is owned and managed by The Trump Organisation

POSITION PURPOSETo ensure the professional and effective running of the day-to-day Rooms Operation in accordance with all Service Standards and in line with Trump Hotels Policies and Procedures. Responsible for short and long term planning and day-to-day operations of rooms and related areas.

ESSENTIAL FUNCTIONSAct as Manager on Duty (responsible for the hotel in the absence of the General Manager) and assist with guest complaints and security issues (incidents, accidents, loss & damages) as required

To ensure that all services offered Front of House are always available and are carried out with the utmost efficiency and courtesy to brand standards

Assist in the day to day operation of the Front of House

To have presence in the Lobby and meet/welcome regular and VIP Guests

To liaise closely with all departments with regard to servicing and handling of incoming groups, VIP’s etc

To continuously inspect all hotel areas to ensure both the cleanliness and comfort of the hotels’ guests are maintained and that all standards of amenities and touches are provided in rooms and public areas.

Coordinate and supervise the operational activities of the Front of House Ambassadors

Handle all billing enquiries at the desk and maintain your own float

Ensure you are aware of all Trump Hotels standards and that they are adhered to at all times

Be responsible for developing, training and coaching new and existing staff members to Luxury Collection standards

Assist the Front Office Manager with annual staff appraisals, ensuring there are accurately completed and within the specified time frame.

Assist the Front Office Manager with the hiring process

Assist in disciplinary policies and procedures as required

Ensure work is completed to include shift closings, room deposits, refunds and rebates

Effectively and promptly resolving guest queries and handling all complaints that occur on your shift

Be aware of daily functions, events, VIP and group arrivals

To be fully conversant with the Hotel Emergency procedures in relation to Fire, Bomb threats, and Health and Safety, and to be part of the Hotel’s emergency Team

To act as Fire Co-ordinator in the event of a fire alarm

To cover Night Manager Duties and carry out Night Audit as required.

Candidate SpecificationMust be eligible to live and work within the UK
Excellent written and spoken communication is essential
Previous experience within 5* Front Office environment is desiredPrevious supervisory experience is essentialGood knowledge of opera is desiredBENEFITSSubsidised 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.