Attache Coordinator - Full Time

POSITION PURPOSE:

Supporting the Attaché Manager, the prime focus of the Attaché Agent is to maintain meticulous guest profiles, stay history and individual preferences. The Attaché Agent serves as the liaison with guests and all operating departments to seamlessly deliver guests requests. 

EXAMPLE OF DUTIES: 

ESSENTIAL FUNCTIONS 

• Serve as a point of contact for guests prior to arrival, while in-house and after departure.
• Provide meet and greet, escort guests. Prove lobby coverage, welcome and departure.
• Provide pre-calls and e-mails to all guest, record information and requests as per Hotel standards.
• Respond promptly to all e-mail inquiries with priority on guest inquiries, record requests and follow through until all service are completed. 
• Organize and execute all special requests, personal preferences and amenity distribution in accordance to Hotel standards, including but not limited to: arranging in-room chef, personal trainer, stocking kitchens, shopping for and purchasing gifts or grocery items, arranging in-suite appointments for children, placing flowers in rooms, setting up room with special amenities.
• Think creatively, research and prepare personalized amenities, ideas and experiences for guests to enhance guest emotional engagement.
• Continually maintain 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.
• Follow Hotel standards for maintaining guest data: information instantly interfaces with other properties: use property code and initials when inputting data, i.e. “SOH/LG: Guest has nut allergy.”
• Oversee the VIP and Amenity program; dissect all information on reservation, verify if guest meet hotel VIP criteria, assign a VIP code, assign appropriate amenity, prepare forms to support amenity, create personalized card to Hotel standards. Accurately file all paperwork. 
• Research arriving guests for additional important and relevant information; add information to the guest profile. 
• Accurately prepare the daily amenity list to coordinate delivery of amenities. All amenities must be recorded on the list. Including but not limited to: 
• Pet Amenity, Baby Bib, box chocolates, floral arrangements and F&B items.
• Ensure to specify the Dept. Delivering
• Send e-mail to all relevant departments and persons, i.e. Rooms and Food & Beverage departments, general manager.
• Print Daily Amenity List for current day.
• Take Daily Amenity List to MOD to obtain room numbers.
• 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 change. Amenities must be delivered to guests prior to arrival unless otherwise directed. 
• Amenities may only be delivered to Vacant Inspected rooms or as directed by a manager.  
• Attache to deliver all non-KNR amenities to rooms, i.e. flowers, chocolate boxes, kid amenities, etc. Attache agent must initial all items once delivered & pass on info to pm shift.
• File a copies of all relevant forms before dropping off  to IRD, i.e. Guest Communiqué Forms and Guest Amenity Purchase Form.
• Monitor and ensure all daily amenities have been completed, including but not limited to, ensure the following:
• Pet amenity set-up, gaming system requests, books, etc.   has been completed & delivered to Housekeeping or guest room.
• All room numbers for IRD are complete
• Post all charges to guest account for completed flower deliveries.
• Enter details of each flower order daily in Flower Cost Re-Cap Excel Spreadsheet
• Post all charges, including but not limited to:
• Attaché will charge guest credit card as directed on the CC Auth. Form.
• Print 2 copies of the receipt and attach 1 to CC Auth. Form and 2nd to Guest Amenity Purchase Form.
• Post charges directly to guest room, attach a copy of the folio and attach to the Flower Order Form.
• At shift closing, Attaché Agent will drop: CC Auth. Form with attached receipt to Accounting
• Enter details of each flower order in the Flower Cost Re-Cap Excel Spreadsheet
• Record the use of all Attache inventory items. Track and coordinate retrieval. Communicate all defects to Front Office so guest may be charged accordingly.
• Communicate all guest requests via hotel communication s systems to execute services: enter Tasks on guest reservations, enter HOTSOS tickets, e-mail guest requests, create forms to support guest needs.

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. 

Regular attendance in conformance with the standards, which may be established by Trump National Doral - Miami   Group from time to time, is essential to the successful performance of this position.

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 resort 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 Leader. 

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. 

OTHER 

Additional language ability preferred.