To ensure the smooth and efficient running of Guest Service Centre within the Rooms Division.
Informs Human Recourses Department and Director of Rooms of all training sessions.
Attends Rooms Division Meetings.
Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
Conducts monthly department meetings or when necessary.
Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
Checks work performance of employees and their grooming standards.
Liases with relevant departments on necessary equipment changes.
Assists in the operations when necessary.
Ensures all employees provide a courteous and professional service at all times.
Handles complaints and makes decisions pertaining to daily operational duties.
Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
Manages and ensures smooth and efficient operation of the department.
Ensures logbook is updated.
Submits Budget Reports.
Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.
Studies, evaluates and suggests improvements for operation procedure when necessary.
Oversees in the preparing of the employees’ roster.
Handles guest and employee 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.
Performs duties of Supervisor and Operators as and when required.
Identifies, plans and conducts training programs for employees.
Responsible for facilitating efficient communications for both guests and employees both within the hotel and for external communications.
Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
Provides feedback for the annual Performance Development Discussions and supports the Guest Services employees in their professional development goals.
Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.
Carries out any other reasonable duties and responsibilities as assigned.
Supports the implementation of the People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
Responsible for the recruitment, selection and development of employees in the Telephone Department to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel&039;s policies concerning fire, hygiene, health and safety.
