Hyatt Front Office Team Leader in OSAKA, Japan

Description:

Specification: · Responsible self-starter, capable of handling multi-faceted projects and of working under pressure. · Excellent communication & guest relations skills, a proactive problem solver. · Team player, who values teamwork, has good team building skills and is able to communicate effectively with all levels of employees. · Equips and motivates employees to achieve predetermined goals, installing and maintaining appropriate empowerment Programmes. · Personable and pleasant to deal with. Discreet, reliable and diplomatic. Guest-driven, friendly, fair and approachable. · Positive “can do” attitude and flexible approach – manages with humility. · High degree of integrity. Strong leadership. Nurtures and develops employees, encouraging innovation. · Good health, physically fit. Good personal grooming & personal presentation. · Understands and respects local cultural, able to adapt to changing environment. Skills Required: · Diploma/degree in Hospitality or Tourism Management desirable · Well developed communication and customer relations skills · Effective counseling, grievance handling and interviewing skills · Well developed computer skills particularly in the use of MS Office, E-Mail and Maxial · Good trainer, able to facilitate at all levels · Fluent English – written and spoken, multi-lingual desirable Work Experience: · Minimum two to four years work experience as Front Office Clerk in a hotel · Essential knowledge of Travel and Hotel industry Responsibilities: Operational · Assist the Assistant Manager Front Office in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times · Liaise with Housekeeping and other related departments on daily operation · Handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to Assistant Manager Front Office if no immediate solution can be found and assure follow up with guests · Establish a rapport with guests maintaining good customer relationship · Ensure that the cashiering procedures are strictly adhered to · Liaise and organise with Housekeeping Department that the established cleaning schedules are strictly adhered to. · To ensure that front desk is fully operational at all times. · Ensure that all Group rooms are pre-allocated. · To ensure that all VIP’s Diamond Gold Passport rooms are pre-allocated and checked, in conjuction with the Housekeeping Department. · To assign duties and responsibilities to subordinates, assisting the front desk employees in their duties. · To ensure that Guests are checked-in and checked-out per Hyatt International policy and procedures. · To supervise the key handling procedure ensuring maximum security and control.

Administration · Maintain the Daily Log Book · Submit all guest/employee incident reports · Report “Lost and Found” items Payroll & Productivity Management [ %] · Exercises efficient Payroll Management/Resource allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible employee base (Full Time & Part Time employees), multi-skilling and multi-taking · Directs subordinates to ensure productivity meets standards given in accordance with Hyatt Design Standards & Criteria and the Hyatt International Rooms Operations Manual. · Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment · Ensure new technology & equipment are embraced, improving productivity whilst taking work out of the system People Management [ %] · Assists with the recruitment, selection and development of Front Desk employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks. · Through hands on management, supervise closely all Front Desk employees in the performance of their duties in accordance with policies & procedures and applicable laws · Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained · Instill the Training philosophies of the company and work closely with the Training Manager and Departmental Trainers · Develop and assist with training activities focused on improving skills and knowledge · Ensure employees have a complete understanding of rules and regulations, and that behaviour complies · Monitor employee morale and provide mechanisms for performance feedback and development · Conduct annual Performance Appraisals providing honest and appropriate feedback · Effectively communicate guiding principles and core values to all levels of employees General: · Attends and contributes to all Meetings as required · Ensure all employees provide a friendly, 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. · Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules & regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health & safety · Take an active involvement in the Welfare, Safety, Development and well being of employees providing advice, counseling and truthful, diplomatic feedback · To ensure that all employees report for duty punctually, wearing the correct uniform and name tag at all time. To ensure that they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department’s grooming standard · To assist in the training of employees making sure that they have the skills necessary to perform their duties in the most productive way · To supervise employees within the department, making sure that they correct standards and methods of service are maintained as stated in the Departmental Operations Manual · To ensure that the Department’s operational budget is strictly adhered to, that all costs are controlled and expenditures are properly approved · To comply with local legislation and be conversant and act in accordance with any legal issues relating to your department · To attend training sessions and meetings as and when required · To ensure rosters are posted and timesheets submitted on time · To ensure that all employees are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company/hotel polices and procedures · Maintains positive guest and colleague interactions with good working relationships. · Exercise responsible management and behavior at all times and positively representing the hotel management team and Hyatt International · Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company

Qualifications:
Specification: · Responsible self-starter, capable of handling multi-faceted projects and of working under pressure. · Excellent communication & guest relations skills, a proactive problem solver. · Team player, who values teamwork, has good team building skills and is able to communicate effectively with all levels of employees. · Equips and motivates employees to achieve predetermined goals, installing and maintaining appropriate empowerment Programmes. · Personable and pleasant to deal with. Discreet, reliable and diplomatic. Guest-driven, friendly, fair and approachable. · Positive “can do” attitude and flexible approach – manages with humility. · High degree of integrity. Strong leadership. Nurtures and develops employees, encouraging innovation. · Good health, physically fit. Good personal grooming & personal presentation. · Understands and respects local cultural, able to adapt to changing environment. Skills Required: · Diploma/degree in Hospitality or Tourism Management desirable · Well developed communication and customer relations skills · Effective counseling, grievance handling and interviewing skills · Well developed computer skills particularly in the use of MS Office, E-Mail and Maxial · Good trainer, able to facilitate at all levels · Fluent English – written and spoken, multi-lingual desirable Work Experience: · Minimum two to four years work experience as Front Office Clerk in a hotel · Essential knowledge of Travel and Hotel industry Responsibilities: Operational · Assist the Assistant Manager Front Office in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times · Liaise with Housekeeping and other related departments on daily operation · Handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to Assistant Manager Front Office if no immediate solution can be found and assure follow up with guests · Establish a rapport with guests maintaining good customer relationship · Ensure that the cashiering procedures are strictly adhered to · Liaise and organise with Housekeeping Department that the established cleaning schedules are strictly adhered to. · To ensure that front desk is fully operational at all times. · Ensure that all Group rooms are pre-allocated. · To ensure that all VIP’s Diamond Gold Passport rooms are pre-allocated and checked, in conjuction with the Housekeeping Department. · To assign duties and responsibilities to subordinates, assisting the front desk employees in their duties. · To ensure that Guests are checked-in and checked-out per Hyatt International policy and procedures. · To supervise the key handling procedure ensuring maximum security and control.

Administration · Maintain the Daily Log Book · Submit all guest/employee incident reports · Report “Lost and Found” items Payroll & Productivity Management [ %] · Exercises efficient Payroll Management/Resource allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible employee base (Full Time & Part Time employees), multi-skilling and multi-taking · Directs subordinates to ensure productivity meets standards given in accordance with Hyatt Design Standards & Criteria and the Hyatt International Rooms Operations Manual. · Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment · Ensure new technology & equipment are embraced, improving productivity whilst taking work out of the system People Management · Assists with the recruitment, selection and development of Front Desk employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks. · Through hands on management, supervise closely all Front Desk employees in the performance of their duties in accordance with policies & procedures and applicable laws · Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained · Instill the Training philosophies of the company and work closely with the Training Manager and Departmental Trainers · Develop and assist with training activities focused on improving skills and knowledge · Ensure employees have a complete understanding of rules and regulations, and that behaviour complies · Monitor employee morale and provide mechanisms for performance feedback and development · Conduct annual Performance Appraisals providing honest and appropriate feedback · Effectively communicate guiding principles and core values to all levels of employees General: · Attends and contributes to all Meetings as required · Ensure all employees provide a friendly, 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. · Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules & regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health & safety · Take an active involvement in the Welfare, Safety, Development and well being of employees providing advice, counseling and truthful, diplomatic feedback · To ensure that all employees report for duty punctually, wearing the correct uniform and name tag at all time. To ensure that they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department’s grooming standard · To assist in the training of employees making sure that they have the skills necessary to perform their duties in the most productive way · To supervise employees within the department, making sure that they correct standards and methods of service are maintained as stated in the Departmental Operations Manual · To ensure that the Department’s operational budget is strictly adhered to, that all costs are controlled and expenditures are properly approved · To comply with local legislation and be conversant and act in accordance with any legal issues relating to your department · To attend training sessions and meetings as and when required · To ensure rosters are posted and timesheets submitted on time · To ensure that all employees are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company/hotel polices and procedures · Maintains positive guest and colleague interactions with good working relationships. · Exercise responsible management and behavior at all times and positively representing the hotel management team and Hyatt International · Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company

Primary Location: JP-Kansai-Osaka
Organization: Hyatt Regency Osaka
Job Level: Full-time
Job: Front Office
Req ID: OSA000126

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.