Hyatt Regency West Hanoi ★ 4.3

• Oversees and assists in the preparation and updates of the Regency Club Departmental Operations Manual.
• Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
• Ensures that all Regency Club associates deliver the brand promise and provide exceptional guest service at all times.
• Greets and checks-in VIP and Long Stay guests.
• Ensures that all Regency Club associates are aware of current promotions, policies and other important information.
• Implements 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 verifies that guests are receiving the best possible service during check-in and check-out.
• Spends time in Regency Club during peak periods to ensure that both areas are managed well by the respective team and delivers the brand promise.
• Maximises associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• Ensures that the Regency Club operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
• Assists in monthly reforecast, as appropriate.
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
• Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
• Assists in making sure that Hyatt’s Purpose and Values have been implemented.
• 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.
• Assists in the recruitment and selection of all Regency Club associates, following hotel guidelines when recruiting and use a competency-based approach to selecting associates.
• Ensures the punctuality and appearance of all Regency Club 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 annual Performance Development Discussions with Regency Club associates, supports them in their professional development goals.
• Plans and implements effective training programmes for all Regency Club associates in coordination with the Learning Manager and Departmental Trainers.
• Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
• Ensures high standards of personal presentation and grooming.
• Carries out any other reasonable duties and responsibilities as assigned.

• Service charges
• 12 complimentary nights at Hyatt Hotels worldwide
• Exclusive discounts on F&B and Friend & Family rates
• Duty meal and provided Uniforms
• Opportunities for career growth
• A Diverse & Inclusive workplace culture where you truly belong

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum 1-2 years of supervisory experience in Executive Lounge / Club Lounge in a 5-star international hotel.
• Strong knowledge of Front Office, Reservations, and Guest Relations operations.
• Ability to resolve guest complaints with professionalism and efficiency.
• Good communication in English (both spoken and written); knowledge of an additional foreign language is an advantage.
• Flexible to work shifts, weekends, and holidays.

Please submit your application via Hoteljob or via email to tam.nguyen[at sign]hyatt.com

Only suitable candidates will be contacted for an interview