Ensures the smooth and efficient running of GSC Department within the Rooms Division.
Is knowledgeable in statutory legislation in employee and industrial relations.
Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
Through hands- on management, supervises closely the employees in the performance of their duties in accordance with policies and procedures and applicable laws
Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.
Ensures high standards of personal presentation and grooming.
Conducts regular departmental briefing and meetings.
Ensures Trainers are carrying out training sessions for employees.
Studies, evaluates and suggests improvements for operation procedure when necessary.
Assigns responsibilities to employees.
Identifies plans and conducts training programs for employees.
Reads the hotel&039;s Employee Handbook and have an understanding of and adhere to the hotel&039;s rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
Checks work performance of employees and their grooming standards.
Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
Ensures logbook is updated; reads the logbook, and communicates with Supervisors / Operators.
Prepare and updates the employees’ roster.
Carries out any other reasonable duties and responsibilities as assigned.
Performs duties of Supervisor and Operators as and when required.
Ensures all employees provide a courteous and professional service at all times.
Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.
Liaises with relevant departments on necessary equipment changes.
Provides feedback for the annual Performance Development Discussions and supports the Guest Services employees in their professional development goals.
Assists to prepare and update the Front Office Departmental Operations Manual.
Attends and contributes to all training sessions and meetings as required.
Responds to changes in the Communications function as dictated by the industry, company and hotel.
Responsible for facilitating efficient communications for both guests and employees both within the hotel and for external communications.
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.
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.
Plans and implements effective training programmes for all Communications Centre employees in coordination with the Training Manager and Departmental Trainers.
Supports the implementation of the People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
Manages and ensures smooth and efficient operation of the department.
