Front Office Manager - Hyatt Place Kuala Lumpur Bukit Jalil

Front Office Manager - Hyatt Place Kuala Lumpur Bukit Jalil

Hyatt Place Hyatt Place Kuala Lumpur Bukit Jalil MY - 10 - Kuala LumpurFront OfficeDepartment Head/ManagerFull-timeReq ID: KUA002254Local

Summary

The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly and professional manner and ensure that appropriate action is taken to guarantee guest satisfaction. As a leader you will show initiative and the ability to execute ideas and actions. The Hyatt Purpose of “We Care For People So They Can be Their Best” will be the fundamental guiding point for all your actions and decisions.

Customer Service

Ensures that all Guest Services associates deliver the brand promise and provide exceptional guest service at all times.

Ensures that all Guest Services associates are aware of current promotions, policies and other important information.

Ensures that all daily VIP rooms, for arrivals are blocked in advance and welcome amenities are appropriately ordered.

Ensures that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed.

Works closely with Housekeeping and Engineering Departments to ensure that rooms are blocked accordingly for maintenance.

Ensures strict control of room keys for guests and other departments.

Ensures that all floats are used appropriately in accordance to Policies & Procedures set by the Hotel and that personnel with access to floats comply with international Policies & Procedures established by Finance.

Conducts frequent and thorough inspections together with the Housekeeping Manager to ensure standards are met and any faults/ repair are addressed.

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Maintains positive guest and associate interactions with good working relationships.

Operational

·Personally and frequently verifies that guests’ check-in/out are receiving the best possible service in line with guest signature experience and World of Hyatt member benefits.

·Ensures that all VIP’s, are checked prior to the arrival of the guest for 100% readiness.

·Ensures that all VIP guests are met on arrival by the Front Office Manager, the Duty Managers and where appropriate General Manager 

·Schedules self to be in the lobby and the Front Desk during peak operation hours, constantly checking on standards of services quality of guest interaction and cleanliness.

·Greets and assists at the check-in of guests and escorting of VIP, ensuring that needs are addressed and satisfied.

·Ensures that luggage is swiftly sent to their rooms / picked up.

·Ensures a speedy telephone and message service at all times for guests.

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

·Works closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

·Ensures that all employees work in a supportive and flexible manner in a spirit of “We work through Teams”.

Qualifications

3-4 years or more of progressive hotel Rooms Management experience

Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line

Clear concise written and verbal communication skills in English

Ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds