Summary
You will be responsible to assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations. The Assistant Manager - Front Office is responsible to assist the Front Office Manager in managing the day-to-day operation of the Front Desk at the hotel.
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.
Assists in greeting and checking-in VIP and Long Stay guests.
Ensures that all Front Office employees are aware of current promotions, policies and other important information.
Ensures that all Front Office employees are familiar with the hotel’s products and services.
Assist to implement consistent guest recognition programs 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.
Qualifications
Minimum 2 years work experience as Assistant Manager or Team Leader - Front Office / Guest Relations in a hotel. · Well developed communication and customer relations skills.
