Hyatt Front Office Team Leader in ZHUZHOU, China
Assists the Assistant Manager in efficiently managing the Department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
Liaises with Housekeeping and other related departments on daily operations.
Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Assistant Manager if no immediate solution can be found.
Establishes a rapport with guests, maintaining good customer relationship.
Ensures that the cashiering and credit procedures are strictly adhered to.
Organises and liaises with Housekeeping Department to ensure that the established cleaning schedules are strictly adhered to.
Ensures that all guests’ messages, mail, fax and parcels are handled and distributed properly.
To ensure that all guests check in/out are being handled according to the Departmental Operations Manual requirements.
Ensures that all guest information and documents are being handled in a proper manner to protect the confidentiality of guest information.
To ensure that guest’s room number is not given to unauthorised person as to ensure maximum security for the in-house guests.
Maintains the Front Office Daily Log Book.
Submits all guest / associate incident reports.
Handles and reports “Lost and Found” items according to Hotel’s “Lost and Found” procedure.
Ensures all reports required by the authority are accurately completed and handled according to the set procedures.
Payroll & Productivity Management
Exercises efficient Payroll Management / Resources allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible associate base (Full Time & Part Time associates), multi-skilling and multi-tasking.
Directs subordinates to ensure productivity meets the Hyatt Hotels Corporation Rooms Operations Manual requirements.
Focuses 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.
Ensures new technology & equipment are embraced, improving productivity whilst taking work out of the system.
Assists in the development of Front Office associates to work following the operational, financial, administrative philosophies and ensuring associates are multi-skilled and perform multi-tasks.
Through hands-on management, supervises closely all Front Office associates in the performance of their duties in accordance with Policies & Procedures and applicable laws.
Delegates appropriately duties and responsibilities to equipped and resourceful associates, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
Embraces and supports the Training initiatives and philosophies of the company and works closely with the Assistant Front Office Manager, Front Office Manager, Learning and Development Manager and Room service coach for the development of his/ her subordinates as well as self-development.、
Develops and assists with training activities focused on improving Front Office associates’ skills and knowledge.
Ensures associates have a complete understanding of Rules & Regulations, and that behaviour complies.
Monitors associate morale and provides mechanism for performance feedback and development.
Conducts annual Performance Development, providing honest and appropriate feedback.
Effectively communicates guiding principles and core values to subordinates.
Ensures all associates maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.
Ensures services provided by the Front Office associates are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.
Attends and contributes to all meetings as required.
Ensures all Guest Service Agents provide courteous and professional service at all times
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
Ensures all Front Office associates adopt and practice all procedures as required by the Government bureaus.
To have a sound knowledge of the local environment such as restaurants and shopping areas within the city.
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.
Ensures all Guest Service Agents report for duty on time.
Ensures all Guest Service Agents maintain a high standard of personal presentation & grooming at all time.
Maintains positive guest and colleague interactions with good working relationships.
Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation.
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.
Primary Location: CN-43-Zhuzhou
Organization: Hyatt Regency Zhuzhou
Job Level: Full-time
Job: Guest Service Operations
Req ID: ZHU000248
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.