Hyatt Guest Services Team Leader in ZHUZHOU, China
Maintains the Guest ServicesDaily Log Book.
Submits all guest / associate incident reports on a timely basis.
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 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.
Reviews and constantly seeks productivity level improvements of all associates through the process of “taking work out of the system” (when appropriate) and through streamlining of work process.
Assists the Assistant Manager in efficiently managing the Guest Services according to the established concept statement providing courteous, professional, efficient and flexible service at all times.
Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Guest Services Assistant Manager if no immediate solution can be found.
Establishes a rapport with guests, maintaining good customer relationship.
Ensures cleanliness and maintenance of the Guest Services, equipment and storage.
Responsible for the provision of friendly and efficient service to all callers.
Personally and frequently verifies that guests, associates and members of the public utilising the Guest Services are receiving service in line with Hyatt Hotels Corporation standards.
Ensures that all guests’ messages, mail and fax are handled and distributed properly.
Exemplifies and instils upon the associates the ownership and a sales attitude to maintain awareness of all sales opportunities within the Hotel.
Ensures that the departmental functions of Room Service coordination, Restaurant reservations, Housekeeping coordination, Fitness Centre reservations, and POMEC coordination are carried out efficiently.
Ensures operating equipment is maintained in good working order and to report maintenance requirements.
Assists with the development of Guest Services associate to work following the operational, financial, administrative philosophies and ensuring associates are multi skilled and perform multi tasks.
Through hands-on management, supervise closely all Guest Services associate 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 Learning and Development Manager, Assistant Manager and Departmental Trainers in the training and development of associates.
Develops and assist with training activities focused on improving 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 communicate guiding principles and core values to all levels of associates.
Ensures services provided by the Guest Services Agents are always available and are alwayscarried out to define Standards with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.
Attends and contributes to all meetings as required.
Ensures all associates 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, whilst feeding back a prompt follow up.
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 high standards of personal presentation & grooming.
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.
Schedules and ensures associates attend all Core training and related skills training.
Has a sound updated knowledge of the local environment such as restaurants and shopping areas within the city.
Assists in maintaining a high level of safety and security for guests and hotel property.
Fully conversant with all activities within the Hotel, Food and Beverage functions, restaurants, meeting rooms, and emergency telephone numbers and facilities.
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: ZHU000247
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.