Front Office - Team Leader

Hyatt Place; Hyderabad; On-site; INR 250,000 - 350,000; Full time

Job summary

Hyatt Place Hyderabad is seeking a Front Office professional to ensure exceptional guest service, accurate guest history, and smooth check-in/check-out experiences. The role focuses on maintaining brand standards, coordinating with Housekeeping, and handling guest inquiries efficiently.

The candidate will work closely with other departments to deliver top-notch service, manage guest relations, and uphold Hyatt's values. Strong communication and multitasking are essential for success in this role.

Responsibilities

• Updates information on restaurant, hotel facilities and other items.
• Submits all guests' and employees' incident reports.
• Reports and records lost and found items.
• Ensures Front Office staff deliver brand promise and exceptional guest service at all times.
• Provides excellent service to internal customers as appropriate.
• Familiarises staff with hotel products, services, current promotions, policies and information.
• Supports guest recognition programs and maintains guest history database.
• Handles guest and internal complaints courteously and efficiently until resolved.
• Verifies guests are receiving best possible service during check-in and check-out.
• Manages area operations through the Front Office team to meet brand standards.
• Maintains positive guest and colleague relations and pre-registers repeat guests.
• Coordinates VIP movements with relevant departments.
• Maximises employee productivity through multi-skilling and flexible scheduling.
• Controls energy usage and payroll costs to meet financial goals and guest expectations.
• Ensures compliance with money handling policies and timely reporting of information.
• Assists Front Office management in delivering courteous, professional and flexible service.
• Maintains strict control of room keys.
• Coordinates with Housekeeping on VIP in-house and arrival cleaning.
• Reports maintenance needs and coordinates repair orders.
• Understands rate structures and promotions available.
• Implements Hyatt touches and Rooms Top 20 initiatives.
• Responds to consumer audits and implements relevant changes.
• Works with other departments in a team-focused manner.
• Ensures accurate entry of guest details following data cleanliness principles.

Job description

URGENT REQUIREMENT - FEMALE APPLICANTS MAY BE PREFERRED

Main Duties and Responsibilities:

Administration

• Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
• Submits all guests/employee’s incident reports.
• Reports and records “Lost and Found” items.

Customer Service

• 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.
• 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.
• Ensures 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.
• Coordinates VIP movements with relevant Departments as advised.
• Assists to maximise employee 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.
• Focuses 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.
• Ensures that hotel, company and local rules, policies and regulations relating to money handling are adhered to, including the timely and accurate reporting of information.

Operational

• 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.
• 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 rate structure and promotional rates available.
• 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 employees 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.

Personnel

• Assists to ensure the punctuality and appearance of all Front Desk employees, 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.
• Assist to conduct annual Performance Development Discussions with Grand Club employees, supports them in their professional development goals.
• Assist in the planning and implementation of effective training programmes for all Front Desk employees 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 Desk employees 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 employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
• Ensures that employees have a complete understanding of and adhere to employee rules and regulations.
• Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

Other Duties

• Attends and contributes to all training sessions and meetings as required.
• Is knowledgeable in statutory legislation in employee and industrial relations.
• Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.
• Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes in the Rooms function as dictated by the industry, company and hotel.
• Carries out any other reasonable duties and responsibilities as assigned.