Team Leader-Front Office

· 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 Ensures the strict control of room keys.

· Liaises and organises with Housekeeping Department that the established cleaning schedules for VIP’s in- house and arrivals are strictly adhered to.

· Coordinates all Repair and Maintenance and reports maintenance job orders.

· Understands rate structure and promotional rates available.

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

· Assists in making sure that all Touches of Hyatt and the Rooms Top 20 have been implemented.

· Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

· Ensures that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

· 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.

· Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.

· Ensures that Front Office employees provide excellent service to internal customers as appropriate.

· Ensures that all Front Office employees are familiar with the hotel’s products and services, current promotions, policies and other important information

· Assists 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.

· Ensures that the area is managed well by the respective team and deliver the brand promise.

· 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.

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.

· Coordinates VIP movements with relevant Departments as advised.

Financial

· 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. 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.

· 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.

People

· 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 department’s grooming standards.

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