Team Leader - Front Office

Summary

Administration

§ Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.

§ Submits all guests/employees incident reports.

§ Reports and records “Lost and Found” items.

Customer Service

§ Ensures that all colleagues and associate in his/her department deliver the brand promise and provide exceptional guest service at all times.

§ Ensures all colleagues and associate in his/her department provide excellent service to internal customers as appropriate.

§ Assists in greeting and checking-in VIP and Long Stay guests.

§ Assist to implement consistent guest recognition programmes and maintains a relevant guest history database.

§ Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

§ Personally and frequently verify that guests are receiving the best possible service during check-in and check-out.

§ Maintains positive guest and colleague interactions with good working relationships.

§ Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.

§ Co-ordinates VIP movements with relevant Departments as advised.

Financial

§ 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.

Operational

§ 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 times

§ Understands rate structure and promotional rates available.

§ Understands the sequence of duties related to Royal Family visits. Accords protocol with Royal Family visits.

§ Responds to the results of Medallia and ensures that the relevant changes are implemented.

§ 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.

§ Ensures that all guest details are entered correctly in accordance with the principles of clean data.

Personnel

§ Assists in the recruitment and selection of all Front Desk employees if appropriate. To follow hotel guidelines when recruiting and use a competency-based approach to selecting employees.

§ Assist the Assistant Front Office Manager to oversee 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 department’s grooming standards.

§ Assist to conduct annual Performance Development Discussions with Front Office employees, supports them in their professional development goals.

§ Assist in the planning and implementation of effective training programmes for all Front Office employees in coordination with the Front Office Manager and Departmental Trainers.

§ Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.

§ Assist to develop the skills and effectiveness of all Front Office employees through the appropriate training, coaching, and/or mentoring.

§ Assist to prepare and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.

§ Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

§ Supports the implementation of Leadership profile, demonstrating and reinforcing Hyatt’s Purpose of ‘Care for people, so they can be their best’.

§ 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.

Other Duties

§ Ensures high standards of personal presentation and grooming.

§ Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.

§ Exercises responsible management and behaviour at all times and positively representing the hotel and Hyatt International.

§ Responds to changes in the Rooms function as dictated by the industry, company and hotel.

§ 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 fire, hygiene, health and safety.

§ Attends training sessions and meetings as and when required.

§ Able to multi-task and carry out any other reasonable duties and responsibilities as assigned.

Qualifications

You will be responsible to assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations. The Team Leader - Front Office is responsible to assist in the smooth and efficient running of the Front Office Department within the Rooms Division

Ideally with a relevant degree or diploma in Hospitality or Tourism management. Minimum 2 years work experience hotel operations. Good problem solving, administrative and interpersonal skills are a must.