Front Office Team Leader at Hyatt Place

Summary

• To provide courteous, professional, efficient and flexible service consistent with the hotel’s policies in order to maximize guest satisfaction. To be entirely flexible and be able to be rotated within the different sub departments of the Rooms division, or any other departments as assigned and as necessary.
• To ensure that the guests are offered the highest level of personalized service at all times and to report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests. Awareness of hotel activities and a proper handover of the pending points for next shift’s follow up and action is crucial.
• To be aware of all hotel services, facilities, and promotions, and knowledgeable of upselling techniques. To balance the cash report and remittance envelop at the end of the shift, perform opening and closing procedures, and ensure that the Assistant Manager – Front Office signs all rebates and paid out vouchers with a clear explanation. To check and update the allocation of rooms for all guests and follow up on the special requirements requested by the guests. To maintain a regular contact with long stay and suite guests to ensure their stays are an enjoyable one.
• General responsibilities are to maintain a high standard of grooming and hygiene at all times, to maintain a good rapport and working relationship with colleagues and all other departments. Full support to Supervisors and team is essential, for any other reasonable duties and responsibilities are assigned.

Other key responsibilities will include and not limited to:

• Checks on the house status both In PMS and Reserve, upon reporting on duty and consistently during the shift, especially on high occupancies for proper decision making. Ensure all hotel guests are received within the set standard operating procedures.
• Ensuring that all calls are handled within the standard operating procedures.
• Manages the Front Office master roll and duty Rota last minute changes.
• Regular contact with guests during their stay, escalating their concerns to the Head of Department or Duty Manager in order to ensure everything is addressed in a timely manner.
• Assists the Front Office team when required, including training and creating team environment.
• Ensures guests profile details for all arrivals are correctly keyed in the PMS, reconfirming all the rates within the shift.
• Ensures close coordination and communication with the Reservations team e.g., on last minute requests.
• Ensures GEM (Guest Experience Management) notes are acted upon on a daily basis.
• Traces, Specials, Preferences and Profile notes in PMS should be acted upon accurately and timely.
• Ensures check in and check out for all guests is done efficiently, attachment of correspondences, recording/scanning of registration cards and proper docketing.
• Ensures to highlight our Loyalty program "World of Hyatt" to our new customers and target to enrol as many as possible.
• Ensures all newly enrolled "World of Hyatt" guests are registered on the same day, before end of the day.
• Co-ordinates arrival rooms allocations considering special requests and follows up with Housekeeping to update the PMS rooms status to inspected status before arrival.
• Confirms invoicing accuracy of all city ledger bills before forwarding to Finance, at the end of every shift ensuring all required documents are well attached.
• Ensuring that the credit policy is adhered to in reference to deposits, by all arrivals and regular monitoring of high balances in line with the floor limit.
• Daily monitoring of PMS and closing the outstanding balances as directed by the Front Office Manager/Assistant Front Office Manager.
• Timely preparing of the monthly Duty Rota for the Front Office team and control of the pending individual days to a minimal level.
• Takes control of the housekeepers’ discrepancy report and action on any discrepancies filing a copy for future reference.
• Ensures pending handover issues recorded in all Front Office sub departments are actioned within the required timeline.
• Co-ordinates guests’ arrival briefing and rooming by the front office team upon check in.
• Ensures stationaries are available at all times and monitor correct usage to avoid wastage.
• Ensures the stock levels are in line with the projected occupancies.
• Engages customers checking out and immediately escalate any negative comments to the Front Office Manager, Asst. FOM or Duty Manager for further guest engagement.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Conduct the proper response notification of all calls as per the hotel stipulated standards.
• Log all wake-up call requests and perform wakeup call services.
• Assist in conducting performance appraisals under the guidance of the FO Manager or the Assistant FO Manager.
• Any other duties as assigned from time to time.

Qualifications

• College Diploma or a Certificate in Front Office Operations from a recognized institution or its equivalent.
• At least 3 years' experience working in a reputable hospitality organization in a similar role
• Strong analytical, interpersonal and problem-solving skills
• Leadership skills to guide and mentor other team members
• Ability to deal efficiently with complaints exhibiting a solid customer service approach
• The ability to remain positive and focused in a fast-paced environment