Job Description

Description:Main DutiesAdministrationxc2xa7 Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.xc2xa7 Submits all guests/employees incident reports.xc2xa7 Reports and records xe2x80x9cLost and Foundxe2x80x9d items.Customer Servicexc2xa7 Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.xc2xa7 Works towards achieving the customer satisfaction survey scores set for the department.xc2xa7 Ensures that Front Office employees provide excellent service to internal customers as appropriate.xc2xa7 Ensures that all Front Office employees are familiar with the hotelxe2x80x99s products and services, current promotions, policies and other important informationxc2xa7 Assists to implement consistent guest recognition programmes and maintains a relevant guest history database.xc2xa7 Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.xc2xa7 Personally and frequently verify that guests are receiving the best possible service during check-in and check-out.xc2xa7 Ensures that the area is managed well by the respective team and deliver the brand promise.xc2xa7 Maintains positive guest and colleague interactions with good working relationships.xc2xa7 Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.xc2xa7 Coordinates VIP movements with relevant Departments as advised.Financialxc2xa7 Assists to maximise employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.xc2xa7 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.xc2xa7 Ensures that hotel, company and local rules, policies and regulations relating to money handling are adhered to, including the timely and accurate reporting of information.Operationalxc2xa7 Assists the Front Office Management Team in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all timesxc2xa7 Ensures the strict control of room keys.xc2xa7 Liaises and organises with Housekeeping Department that the established cleaning schedules for VIPxe2x80x99s in - house and arrivals are strictly adhered to.xc2xa7 Coordinates all Repair and Maintenance and reports maintenance job orders.xc2xa7 Understands rate structure and promotional rates available.xc2xa7 Understands the sequence of duties related to VIP Guests.xc2xa7 Assists in making sure that all Touches of Hyatt and the Rooms Top 20 have been implemented.xc2xa7 Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.xc2xa7 Ensures that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of xe2x80x9cWe work through Teamsxe2x80x9d.xc2xa7 Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.xc2xa7 Ensures that all guest details are entered correctly in accordance with the principles of clean data.Personnelxc2xa7 Assists to ensure the punctuality and appearance of all Front Desk employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and departmentxe2x80x99s grooming standards.xc2xa7 Assist to conduct annual Performance Development Discussions with Grand Club employees, supports them in their professional development goals.xc2xa7 Assist in the planning and implementation of effective training programmes for all Front Desk employees in coordination with the Departmental Trainers.xc2xa7 Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.xc2xa7 Assist to develop the skills and effectiveness of all Front Desk employees through the appropriate training, coaching, and/or mentoring.xc2xa7 Assist to prepare and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.xc2xa7 Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.xc2xa7 Supports the implementation of The People Brand, demonstrating and reinforcing Hyattxe2x80x99s Values and Culture Characteristics.xc2xa7 Ensures that employees have a complete understanding of and adhere to employee rules and regulations.xc2xa7 Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.Other Dutiesxc2xa7 Attends and contributes to all training sessions and meetings as required.xc2xa7 Is knowledgeable in statutory legislation in employee and industrial relations.xc2xa7 Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.xc2xa7 Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organisations, especially travel agencies, local business groups and airlines.xc2xa7 Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.xc2xa7 Ensures high standards of personal presentation and grooming.xc2xa7 Responds to changes in the Rooms function as dictated by the industry, company and hotel.xc2xa7 Carries out any other reasonable duties and responsibilities as assigned.I have read this and fully understand and agree to follow the outlined duties above.Qualifications:Responsible to welcome all guests, ensuring they have an exceptional staying experience; creating lasting memories and building relationships. You will bring our purpose to life, by using your personal flair and style when interacting with our guests. Ideally you have a relevant degree or diploma in Hospitality or Tourism management. Minimum 2 years work experience in hotel operations. Good customer service, communications and interpersonal skills are a must.

Hyatt