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Hyatt フロントオフィス アシスタントマネージャー / Front Office - Assistant Manager in KYOTO, Japan

Description:

Main Duties

Administration

  • Assists to prepareand update the Front Office Departmental Operations Manual.

  • Ensures informationon restaurants, hotel facilities and other miscellaneous are updatedperiodically.

  • Submits allguests/employees incident reports.

  • Reports and records“Lost and Found” items. Customer Service

  • Ensures that allFront Office employees deliver the brand promise and provide exceptional guestservice at all times.

  • Ensures that FrontOffice employees provide excellent service to internal customers asappropriate.

  • Personally greets andchecks-in VIP and Long Stay guests.

  • Ensures that allFront Office employees are familiar with the hotel’s products and services,current promotions, policies and other important information

  • Assists to implementconsistent guest recognition programmes and maintains a relevant guest historydatabase.

  • Handles all guest andinternal customer complaints and inquiries in a courteous and efficient manner,following through to make sure problems are resolved satisfactorily.

  • Personally andfrequently verify that guests are receiving the best possible service duringcheck-in and check-out.

  • Spends time in FrontOffice areas to ensure that the area is managed well by the respective team anddeliver the brand promise.

  • Maintains positiveguest and colleague interactions with good working relationships.

  • Ensures that guesthistory records are accurately maintained and all repeat guests arepre-registered.

  • Co-ordinates VIPmovements with relevant Departments as advised.

Financial

  • Assists to maximiseemployee productivity through the use of multi-skilling, multi-tasking andflexible scheduling to meet the financial goals of the business as well as theexpectations of the guests.

  • Focuses attention onimproving productivity levels and the need to prudently manage utility/payrollcosts within acceptable guidelines ensuring optimum deployment and energyefficiency of all equipment.

  • Ensures that hotel,company and local rules, policies and regulations relating to money handlingare adhered to, including the timely and accurate reporting of information.

Operational

  • Assists the FrontOffice Management Team in efficiently managing the department according to theestablished concept statement providing a courteous, professional, efficientand flexible service at all times

  • Ensures the strictcontrol of room keys.

  • Liaises and organiseswith Housekeeping Department that the established cleaning schedules for VIP’sin - house and arrivals are strictly adhered to.

  • Coordinates allRepair and Maintenance and reports maintenance job orders.

  • Understands ratestructure and promotional rates available.

  • Assists in makingsure that all Touches of Hyatt and the Rooms Top 20 have been implemented.

  • Responds to theresults of the Consumer Audit and ensures that the relevant changes areimplemented.

  • Ensures that FrontOffice employees work in a supportive and flexible manner with otherdepartments, in a spirit of “We work through Teams”.

  • Works closely withother management personnel in a supportive and flexible manner, focusing on theoverall success of the hotel and the satisfaction of hotel guests.

  • Ensures that allguest details are entered correctly in accordance with the principles of cleandata. Personnel Assists to ensure thepunctuality and appearance of all Front Desk employees, making sure that theywear the correct uniform and maintain a high standard of personal appearanceand hygiene, according to the hotel and department’s grooming standards.

  • Assist to conductannual Performance Development Discussions with Front Office employees,supports them in their professional development goals.

  • Assist in theplanning and implementation of effective training programmes for all FrontOffice employees in coordination with the Departmental Trainers.

Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.

  • Assist to develop theskills and effectiveness of all Front Office employees through the appropriatetraining, coaching, and/or mentoring.

  • Assist to prepare andposts weekly work schedules, making sure that they reflect business needs andother key performance indicators.

  • Encourages employeesto be creative and innovative, challenging and recognising them for theircontribution to the success of the operation.

  • Supports theimplementation of The People Philosophy, demonstrating and reinforcing Hyatt’sValues and Culture Characteristics.

  • Ensures thatemployees have a complete understanding of and adhere to employee rules andregulations.

  • Ensures thatemployees follow all hotel, company and local rules, policies and regulationsrelating to fire and hazard safety, and security.

Other Duties

  • Attends andcontributes to all training sessions and meetings as required.

  • Is knowledgeable instatutory legislation in employee and industrial relations.

  • Exercises responsiblemanagement and behaviour at all times and positively representing the hotelmanagement team and Hyatt International.

  • Reads the hotel'sEmployee Handbook and have an understanding of and adhere to the hotel's rulesand regulations and in particular, the policies and procedures relating tocomputer resources, fire, hygiene, health and safety.

  • Ensures highstandards of personal presentation and grooming.

  • Responds to changesin the Rooms function as dictated by the industry, company and hotel.

  • Carries out any otherreasonable duties and responsibilities as assigned.

Qualifications:

Qualification

•At least 2 years’ experience in the hotel industry.

•Strong knowledge of Rooms Division (Front Desk, Front Service, Housekeeping and Concierge) operations.

•Language abilities of English and Japanese.

•Requires attention to detail and problem solving skills, as well as a passion for customer service.

Primary Location: JP-Kansai-Kyoto

Organization: Hyatt Regency Kyoto

Job Level: Full-time

Job: Front Office

Req ID: KYO000423

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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