Front Office Team Leader

Job description

Specification:

· Responsible self-starter, capable of handling multi-faceted projects and of working under pressure.

· Excellent communication & guest relations skills, a proactive problem solver.

· Team player, who values teamwork, has good team building skills and is able to communicate effectively with all levels of employees.

· Equips and motivates employees to achieve predetermined goals, installing and maintaining appropriate empowerment Programmes.

· Personable and pleasant to deal with. Discreet, reliable and diplomatic. Guest-driven, friendly, fair and approachable.

· Positive “can do” attitude and flexible approach – manages with humility.

· High degree of integrity. Strong leadership. Nurtures and develops employees, encouraging innovation.

· Good health, physically fit. Good personal grooming & personal presentation.

· Understands and respects local cultural, able to adapt to changing environment.

Skills Required:

· Diploma/degree in Hospitality or Tourism Management desirable

· Well developed communication and customer relations skills

· Effective counseling, grievance handling and interviewing skills

· Well developed computer skills particularly in the use of MS Office, E-Mail and Maxial

· Good trainer, able to facilitate at all levels

· Fluent English – written and spoken, multi-lingual desirable

Work Experience:

· Minimum two to four years work experience as Front Office Clerk in a hotel

· Essential knowledge of Travel and Hotel industry

Responsibilities:

Operational

· Assist the Assistant Manager Front Office in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times

· Liaise with Housekeeping and other related departments on daily operation

· Handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to Assistant Manager Front Office if no immediate solution can be found and assure follow up with guests

· Establish a rapport with guests maintaining good customer relationship

· Ensure that the cashiering procedures are strictly adhered to

· Liaise and organise with Housekeeping Department that the established cleaning schedules are strictly adhered to.

· To ensure that front desk is fully operational at all times.

· Ensure that all Group rooms are pre-allocated.

· To ensure that all VIP's Diamond Gold Passport rooms are pre-allocated and checked, in conjuction with the Housekeeping Department.

· To assign duties and responsibilities to subordinates, assisting the front desk employees in their duties.

· To ensure that Guests are checked-in and checked-out per Hyatt International policy and procedures.

· To supervise the key handling procedure ensuring maximum security and control.

Administration

· Maintain the Daily Log Book

· Submit all guest/employee incident reports

· Report “Lost and Found” items

Payroll & Productivity Management [ %]

· Exercises efficient Payroll Management/Resource allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible employee base (Full Time & Part Time employees), multi-skilling and multi-taking

· Directs subordinates to ensure productivity meets standards given in accordance with Hyatt Design Standards & Criteria and the Hyatt International Rooms Operations Manual.

· Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment

· Ensure new technology & equipment are embraced, improving productivity whilst taking work out of the system

People Management [ %]

· Assists with the recruitment, selection and development of Front Desk employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.

· Through hands on management, supervise closely all Front Desk employees in the performance of their duties in accordance with policies & procedures and applicable laws

· Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained

· Instill the Training philosophies of the company and work closely with the Training Manager and Departmental Trainers

· Develop and assist with training activities focused on improving skills and knowledge

· Ensure employees have a complete understanding of rules and regulations, and that behaviour complies

· Monitor employee morale and provide mechanisms for performance feedback and development

· Conduct annual Performance Appraisals providing honest and appropriate feedback

· Effectively communicate guiding principles and core values to all levels of employees

General:

· Attends and contributes to all Meetings as required

· Ensure all employees provide a friendly, courteous and professional service at all times

· 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.

· Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules & regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health & safety

· Take an active involvement in the Welfare, Safety, Development and well being of employees providing advice, counseling and truthful, diplomatic feedback

· To ensure that all employees report for duty punctually, wearing the correct uniform and name tag at all time. To ensure that they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department's grooming standard

· To assist in the training of employees making sure that they have the skills necessary to perform their duties in the most productive way

· To supervise employees within the department, making sure that they correct standards and methods of service are maintained as stated in the Departmental Operations Manual

· To ensure that the Department's operational budget is strictly adhered to, that all costs are controlled and expenditures are properly approved

· To comply with local legislation and be conversant and act in accordance with any legal issues relating to your department

· To attend training sessions and meetings as and when required

· To ensure rosters are posted and timesheets submitted on time

· To ensure that all employees are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company/hotel polices and procedures

· Maintains positive guest and colleague interactions with good working relationships.

· Exercise responsible management and behavior at all times and positively representing the hotel management team and Hyatt International

· Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company

Desired profile

Qualifications :

Specification:

· Responsible self-starter, capable of handling multi-faceted projects and of working under pressure.

· Excellent communication & guest relations skills, a proactive problem solver.

· Team player, who values teamwork, has good team building skills and is able to communicate effectively with all levels of employees.

· Equips and motivates employees to achieve predetermined goals, installing and maintaining appropriate empowerment Programmes.

· Personable and pleasant to deal with. Discreet, reliable and diplomatic. Guest-driven, friendly, fair and approachable.

· Positive “can do” attitude and flexible approach – manages with humility.

· High degree of integrity. Strong leadership. Nurtures and develops employees, encouraging innovation.

· Good health, physically fit. Good personal grooming & personal presentation.

· Understands and respects local cultural, able to adapt to changing environment.

Skills Required:

· Diploma/degree in Hospitality or Tourism Management desirable

· Well developed communication and customer relations skills

· Effective counseling, grievance handling and interviewing skills

· Well developed computer skills particularly in the use of MS Office, E-Mail and Maxial

· Good trainer, able to facilitate at all levels

· Fluent English – written and spoken, multi-lingual desirable

Work Experience:

· Minimum two to four years work experience as Front Office Clerk in a hotel

· Essential knowledge of Travel and Hotel industry

Responsibilities:

Operational

· Assist the Assistant Manager Front Office in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times

· Liaise with Housekeeping and other related departments on daily operation

· Handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to Assistant Manager Front Office if no immediate solution can be found and assure follow up with guests

· Establish a rapport with guests maintaining good customer relationship

· Ensure that the cashiering procedures are strictly adhered to

· Liaise and organise with Housekeeping Department that the established cleaning schedules are strictly adhered to.

· To ensure that front desk is fully operational at all times.

· Ensure that all Group rooms are pre-allocated.

· To ensure that all VIP's Diamond Gold Passport rooms are pre-allocated and checked, in conjuction with the Housekeeping Department.

· To assign duties and responsibilities to subordinates, assisting the front desk employees in their duties.

· To ensure that Guests are checked-in and checked-out per Hyatt International policy and procedures.

· To supervise the key handling procedure ensuring maximum security and control.

Administration

· Maintain the Daily Log Book

· Submit all guest/employee incident reports

· Report “Lost and Found” items

Payroll & Productivity Management [ %]

· Exercises efficient Payroll Management/Resource allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible employee base (Full Time & Part Time employees), multi-skilling and multi-taking

· Directs subordinates to ensure productivity meets standards given in accordance with Hyatt Design Standards & Criteria and the Hyatt International Rooms Operations Manual.

· Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment

· Ensure new technology & equipment are embraced, improving productivity whilst taking work out of the system

People Management

· Assists with the recruitment, selection and development of Front Desk employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.

· Through hands on management, supervise closely all Front Desk employees in the performance of their duties in accordance with policies & procedures and applicable laws

· Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained

· Instill the Training philosophies of the company and work closely with the Training Manager and Departmental Trainers

· Develop and assist with training activities focused on improving skills and knowledge

· Ensure employees have a complete understanding of rules and regulations, and that behaviour complies

· Monitor employee morale and provide mechanisms for performance feedback and development

· Conduct annual Performance Appraisals providing honest and appropriate feedback

· Effectively communicate guiding principles and core values to all levels of employees

General:

· Attends and contributes to all Meetings as required

· Ensure all employees provide a friendly, courteous and professional service at all times

· 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.

· Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules & regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health & safety

· Take an active involvement in the Welfare, Safety, Development and well being of employees providing advice, counseling and truthful, diplomatic feedback

· To ensure that all employees report for duty punctually, wearing the correct uniform and name tag at all time. To ensure that they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department's grooming standard

· To assist in the training of employees making sure that they have the skills necessary to perform their duties in the most productive way

· To supervise employees within the department, making sure that they correct standards and methods of service are maintained as stated in the Departmental Operations Manual

· To ensure that the Department's operational budget is strictly adhered to, that all costs are controlled and expenditures are properly approved

· To comply with local legislation and be conversant and act in accordance with any legal issues relating to your department

· To attend training sessions and meetings as and when required

· To ensure rosters are posted and timesheets submitted on time

· To ensure that all employees are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company/hotel polices and procedures

· Maintains positive guest and colleague interactions with good working relationships.

· Exercise responsible management and behavior at all times and positively representing the hotel management team and Hyatt International

· Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company