Assistant Manager-Front Office (Duty Manager)

Job description

Our Purpose: We care for people so they can be their best.

Care comes from a place of empathy and authentic human connection. We care by truly seeing people and getting to know them as unique individuals so we can design and deliver personal experiences. We want to make a difference in the lives of all those we touch: colleagues, guests, owners, operators, community members, and shareholders. Being your best is about being your authentic self in each moment – engaged, fulfilled, and ready to take on the world.

Through our values, we put our dedication to caring into action:

Respect:

· Be inclusive

· Value diverse points of view

· Care for people and your environment

Integrity:

· Tell and accept the truth

· Honor your commitments

· Take ownership and act with pride

Empathy:

· Truly listen

· Respond with compassion

· Walk in the shoes of others

Inclusion:

· Seek to understand

· Encourage diverse viewpoints

· Support each other to thrive

Experimentation:

· Be curious and continuously learn

· Experiment & generate new ideas

· Make things happen

Wellbeing:

· Prioritize self-care

· Use fun as fuel

· Build connections within your community

At Hyatt Regency:

Brand Target:

Focused guests seeking a seamless, intuitive experience for specific occasions (Ambitious Loyalist)

Brand Promise:

To make travel free from stress and filled with success

Brand Principles:

· Designed for productivity & peace of mind

· Tools to stay connected and energized

· Stress-free environments for seamless gatherings

· Responsible & empathetic service that anticipates needs

Main Duties and Responsibilities:

· Administration

o Assists to prepare and update the Departmental Operation Manuals.

o Ensures information on product knowledge is updated periodically

o Submits all guests/associates’ incident reports.

o Reports and records “Lost and Found” items.

· Customer Service

o Ensures that Front Office associates provide excellent service to internal customers as appropriate.

o Personally greets and checks in VIP and Long Stay guests.

o Ensures that all Front Office associates are familiar with the hotel’s products and services, current promotions, policies, and other important information

o Assists to implement consistent guest recognition programs and maintains a relevant guest history database.

o Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

o Personally and frequently, verify that guests are receiving the best possible service during check-in and checkout.

o Spends time in Front Office areas to ensure that the area is managed well by the respective team and delivers the brand promise.

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

o Co-ordinates VIP movements with relevant Departments as advised.

· Operational

o 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.

o Ensures the strict control of room keys.

o Liaises and organizes with Housekeeping Department that the established cleaning schedules for VIPs in-house and arrivals are strictly adhered to.

o Coordinates all Repair and Maintenance and reports maintenance job orders.

o Understands rate structure and promotional rates available.

o Responds to the results of the Consumer Audit and ensure that the relevant changes are implemented.

o 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.

o Ensures that all guest details are entered correctly in accordance with the principles of clean data.

· Other Duties

o Attends and contributes to all training sessions and meetings as required.

o Is knowledgeable in statutory legislation in Associate and industrial relations.

o Exercises responsible management and behavior at all times and positively represents the hotel management team and Hyatt International.

o Reads the hotel's Associate Handbook, has an understanding of, and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health, and safety.

o Responds to changes in the Room function as dictated by the industry, company, and hotel.

o Carries out any other reasonable duties and responsibilities as assigned.

· Financial

o Assists to maximize associate productivity with multi-skilling, multi-tasking, and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

o 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.

o 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.

· Personnel

o 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

o Assist to conduct annual Performance Development Discussions with Front Office associates, supports them in their professional development goals.

o Assist in the planning and implementation of effective training programs for all Front Office associates in coordination with the Departmental Trainers.

o Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.

o Assist to develop the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.

o Assist to prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.

o Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

o Ensures that associates have a complete understanding of and adhere to associate rules and regulations.

o Ensures that associates follow all hotel, company, and local rules, policies, and regulations relating to fire and hazard safety, and security.