Hyatt Regency West Hanoi ★ 4.3

* Administration
- Assists in the preparation and updates of the Front Office Departmental Operations Manual.
- Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
- Submits all uest’s/associates incident reports.
- Reports and records “Lost and Found” items.
* Customer Service
- Ensures that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.
- Ensures that Front Office associates provide excellent service to internal customers as appropriate.
- Personally greets and checks-in VIP and Long Stay guests.
- Ensures that all Front Office employees are familiar with the hotel’s products and services, current promotions, policies and other important information
- Assists to implement consistent guest recognition programmes 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.
* Operation:
- Assists the Front Office Management Team in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times
- Ensures the strict control of room keys.
- Assists in securing external guest accommodation in overbooking situations
- Ensures that public areas are clean and up to standard.
- Liaises and organises with Housekeeping Department that the established cleaning schedules for VIP’s in - house and arrivals are strictly adhered to.
- Coordinates all Repair and Maintenance and reports maintenance job orders.
- Understands the sequence of duties related to Delegation visits. Accords protocol with Delegation visits.
- Assists in making sure that all Touches of Hyatt and the Rooms Top 20 have been implemented.
- Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
- Ensures that Front Office associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
- Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Ensures that all guest details are entered correctly in accordance with the principles of clean data.
* People Management
- Assists to ensure the punctuality and appearance of all Front Desk associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
- Conducts regular check in conversations and annual Performance Development Discussions with associates and to support them in their professional development goals.
- Assist in the planning and implementation of effective training programmes for all Front Office associates in coordination with the Departmental Trainers.
- Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
- Assist to develop the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.
- Assist to prepare and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
- Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
- Ensures that associates have a complete understanding of and adhere to associate rules and regulations
- Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
* Benifits :
- Competitive remuneration package
- Opportunity to work at one of the biggest hotel groups in the world which has been named to the FORTUNE 100 Best Companies to Work For list, an annual ranking of companies with outstanding workplace cultures according to global research and consulting firm Great Place to Work and FORTUNE.
- International and professional but friendly 5-star working environment.
- Delicious and nutritious meal at Hotel Associate restaurant.
- Uniform provided by Hotel.
- Opportunity to stay free up to 12 complimentary room nights at all Hyatt property over the world and get staff rate for other stay.
- Food and Beverage discount at Hotel restaurant.
- Social Insurance, Health Insurance and Accident Insurance as per law
- Accident 24/7 Insurance
- Other benefits following Hotel policy & Vietnam labor law