Hyatt Team Leader - Regency Club in MUMBAI, India
Main Duties and responsibilities:
Administration· Assists to prepare and update the Front Office Departmental Operations Manual. · Conducts regular departmental briefing and meetings. · Prepare and updates the employees’ roster.
Customer Service · Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.* · Ensures all employees provide a courteous and professional service at all times.* · Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.* · Maintains positive guest and colleague interactions with good working relationships.* * *
Operational· Responsible for facilitating efficient communications for both guests and employees both within the hotel and for external communications. · Manages and ensures smooth and efficient operation of the department. · Studies, evaluates and suggests improvements for operation procedure when necessary. · Assigns responsibilities to employees. · Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion. · Checks work performance of employees and their grooming standards. · Assists in the operations when necessary. · Liaises with relevant departments on necessary equipment changes.** · Ensures logbook is updated; reads the logbook, and communicates with Supervisors /Operators. · Identifies plans and conducts training programs for employees. · Ensures Trainers are carrying out training sessions for employees. · Ensures all training sessions are recorded and given to Human Resources Department on time. · Issues Job Requisition / Orders and repair orders for maintenance.
Performs duties of Supervisor and Operators as and when required
· Ensure that brand standards have been implemented. · Respond to the results of the Brand Standard Audit and ensure that the relevant changes are implemented. · Works in a supportive and flexible manner with other departments in line with our purpose. · Support the hotels target for NPS and customer service. · Ensure that the defined ISO standards are followed while on duty.
Personnel· Through hands-on management, supervises closely the employees in the performance of their duties in accordance with policies and procedures and applicable laws · Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained · Plans and implements effective training programs for all Guest Services employees in coordination with the Training Manager and Departmental Trainers. · Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings. · Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators. · Ensures that employees have a complete understanding of and adhere to employee rules and regulations. · Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security. · Support the implementation of our purpose, demonstrating and reinforcing Hyatt’s values, Hyatt Regency guiding principle and Leadership profile. · Provides feedback for the annual Performance Development Discussions and supports the Guest Services employees in their professional development goals. · Assists to feedback the results of the Employee Engagement Survey and ensures that the relevant changes are implemented.
· Attends and contributes to all training sessions and meetings as required.
· Is knowledgeable in statutory legislation in employee and industrial relations.
· Exercises responsible behavior at all times and positively representing the hotel team and Hyatt.
· Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.
Primary Location: IN-MH-Mumbai
Organization: Hyatt Regency Mumbai
Job Level: Full-time
Job: Front Office
Req ID: MUM000810
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.