Assists to develop and maintain a detailed Department Operations Manual that reflects Policies & Procedures, work processes and standards of performance within the Division. Ensures annual review to accurately reflect any changes.
Assists to prepare the annual Front Office Business Plan, ensuring Divisional Objectives fully address business objectives of the Hotel and needs of Associates.
Assists to prepare and regularly updates Front Office Budget in close cooperation with the Front Office Manager, ensuring targets are met and costs are effectively controlled.
Assists to responsible for ensuring that all Corporate, Regional, Hotel and Governmental reports and forms are compiled accurately and submitted in a timely manner.
Provides a 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.
Ensures high standards of personal presentation & grooming.
Is actively involved in the welfare, safety, development and well-being of Associates providing advice, counselling and truthful, diplomatic feedback.
Maintains positive guest and colleague interactions with good working relationships.
Exercises responsible management and behaviour at all times and positively representing the hotel and Hyatt Hotels Corporation.
Exercises efficient Payroll Management/ Resources allocation through the establishment of a flexible workforce throughout the Division. This will be based on the principles of a flexible Associate base (Full Time & Part Time Associates), multi-skilled and multi-tasking.
Directs subordinates to ensure productivity meets standards given in accordance with Hyatt Design Standards & Criteria and the Hyatt Hotels Corporation Rooms Operations Manual.
Focuses attention on improving productivity levels and the need to prudently manage utility/ payroll costs within acceptable guidelines and ensuring optimum deployment and energy efficiency of all equipment.
Ensures new technology & equipment are embraced, improving productivity whilst taking work out of the system.
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.
Continuously seeks ways to assist Managers of Front Desk, Business Centre, Guest Services, Concierge and Butler Service to maximise their revenues and profitability.
Monitors and analyses the activities and business trends of competitor hotels on a regular basis.
Be knowledgeable and promotes/up-sells the hotel activities and programmes whenever opportunities arise.
Exemplifies and instils upon Associates the ownership and a sales attitude to maintain awareness of all sales opportunities within the hotel.
Assists to ensure the Front Desk, Business Centre, Guest Services, Concierge and Butler Service operates successfully and efficiently in accordance with Hyatt Hotels Corporation (HHC) brand standards.
Ensures that all daily V.I.P rooms, special guest rooms, long stay guest rooms for arrivals are blocked in advance and welcome amenities are appropriately ordered.
Ensures that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed.
Works closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance.
Ensures strict control of room keys for guests and other departments.
Ensures that all floats (Front Desk, Assistant Manager, Concierge, Business Centre and Butler Service etc.) are used appropriately in accordance to Policies & Procedures set by the Hotel. And that personnel with access to floats comply with HHC Policies & Procedures established by Finance.
Conducts frequent and thorough inspections together with the Housekeeping Manager, relevant Assistant Managers ensure standard are met and any faults/ repair are addressed.
Assists to liaise with the Reservations Department to ensure the proper market mix to achieve the maximum room average rate.
Ensures that the daily Assistant Managers’ report is properly and clearly updated and all traces are properly followed up in a timely basis.
Ensures commercial management techniques of availability control are applied to achieve the maximisation of room sales.
Makes all decisions regarding overbooking the Hotel, ensures all out booking are carried out by a member of management in the absence of Front Office Manager.
Assists to ensure Front Desk, Business Centre, Guest Services, Concierge and Butler Service operates with a sales attitude, and all personnel are aware of sales and opportunities within the Hotel, which will assist, with the maximisation of revenue.
Assists to keep senior management informed of any risk or opportunity in relation to the pre-set performance figures.
Ensures all Front Desk, Business Centre, Guest Services, Concierge and Butler Service personnel are aware of all room sales revenue targets, new procedures and that they are kept informed of performance results and instructions.
Adheres to company credit policies to ensure all revenue expected will be received.
Monitors competitor performance both past and future to ensure correct selling strategies are applied.
In the absence of Front Office Manager, conducts daily departmental briefings focusing on the days guest related matters and weekly Front Office meetings to keep Associates informed of policies and procedures, special events and guest comments.
Personally and frequently verifies that guests check-in/ out are receiving the best possible service in line with HHC standards.
Ensures that all VIP’s and Gold Passport Members are checked prior to the arrival of the guest for 100% readiness. This includes cleanliness, amenities state of repair.
Ensures that all V.I.P / Long Staying guests are met on arrival by the Assistant Manager and where appropriate General Manager/ Hotel manager or EAM - Rooms.
Schedules self to be in the lobby and the Front Desk during peak operation hours, constantly checking on standards of services quality of guest interaction and cleanliness.
Greets and assists at the check in of guests and escorting of VIP, Gold Passport Members, ensuring that needs are addressed and satisfied.
Ensures that luggage is swiftly sent to their rooms.
Ensures a speedy telephone and message service at all times for guests.
Assists to maintain and promotes excellent working relationships with local Travel Agents and Tour Operators.
Ensures that the Front Desk, Business Centre, Guest Services, Concierge and Butler Service responds to guests’ correspondences and enquiries appropriately, professionally and within an appropriate time frame.
Pro-active in seeking guest comments and feedback, maintaining excellent public relations.
Ensures that Guest History records are maintained to agreed standard at all times.
Frequently inspects rooms to ensure satisfactory cleanliness and maintenance.
Assists to implements a consistent Guest Recognition Programs and maintains a relevant Guest Database.
Provide assistance with recruitment, selection and development Front Desk, Business Centre, Guest Services, Concierge and Butler Service Associates to work following the operational, financial, administrative philosophies and willing to become multi skilled and multi tasked.
Through hands-on management, supervises closely all Front Desk, Business Centre, Guest Services, Concierge and Butler Service 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.
Instills and supports the training initiative and philosophies of the company and works closely with the Training Manager to develop Departmental Trainers.
Assist to ensure that all Assistant Managers and Team Leaders take an active role in the training and development of Associates.
Develops and assists with training activities focused on improving skills and knowledge.
Ensures that all Associates have a complete understanding of and adhere to the Hotel’s Associate Rules & Regulations.
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 all levels of Associates.
Ensures all Associates maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.
Ensures that all Associates report for duty punctually wearing the correct uniform and name tag at all times.
Ensures that all Associates provide courteous and professional service at all times.
Actively demonstrates the specific value philosophy of Hyatt Hotels Corporation and lead by example.
Ensures that all Associates have a complete understanding of and adhere to the Hotel’s policy relating to fire, hygiene, health and safety.