Duty Manager/Trưởng ca trực lễ tân

Administration

• Assists in the preparation and updates of the Front Office Departmental Operations Manual.

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

• Submits all guest’s/associates incident reports.

• Reports and records “Lost and Found” items.

Customer Service

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

• Ensures that Front Office associates provide excellent service to internal customers as appropriate.

• Personally greets and checks-in VIP and Long Stay guests.

• 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.

• Spends time in Front Office areas to ensure 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.

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

Operation:

• 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.

• Assists in securing external guest accommodation in overbooking situations

• Ensures that public areas are clean and up to standard.

• 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 the sequence of duties related to Delegation visits. Accords protocol with Delegation 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 associates 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.

People Management

• Assists to ensure the punctuality and appearance of all Front Desk associates, 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.

• Conducts regular check in conversations and annual Performance Development Discussions with associates and to support them in their professional development goals.

• Assist in the planning and implementation of effective training programmes for all Front Office associates in coordination with the Departmental Trainers.

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

• Assist to develop the skills and effectiveness of all Front Office associates 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 associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

• Ensures that associates have a complete understanding of and adhere to associate rules and regulations

• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.