Conducts daily pre-shift briefings to associates on room occupancy, arrival and departures, functions/ event and special attention that is needed.
Liaises with Housekeeping and other related departments on daily operations.
Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Front Office Manager for necessary action and assure follow up with guests.
Establishes a rapport with guests, maintaining good customer relationship.
Ensures that the cashiering procedures are strictly adhered to and that all floats are used appropriately in accordance to Policies & Procedures set by the Hotel and personnel with access to floats comply with internal Policies & Procedures established by Finance.
Coordinates all Repair and Maintenance and issues repair and maintenance job orders to ensure proper maintenance.
To exercise initiative and resourcefulness in all aspects of group handling and to co-ordinate and co-operate with Sales, Rooms and F&B departments in all arrangements.
To promote and secure business for our hotel, special events, promotions, Outlets and other business.
To exemplify and instil upon the associate entrepreneurship/ ownership and a sales attitude to maintain awareness of all sales opportunities within the Hotel.
To ensure that all staff is constantly updated on accurate information about the Hotel and all sister properties, their services/ promotions and facilities in order to cross sell the Hotels.
Payroll & Productivity Management
§ 通过在整个部门内建立灵活的员工编制，实施高效的薪资管理/资源分配。 这将依据一个灵活的员工基数（全职员工和临时工）、多技能及多任务的原则。
Exercises efficient Payroll Management/ Resources allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible associate base (Full Time & Part Time associates), multi-skilling and multi-tasking.
Directs subordinates to ensure productivity meets the Hyatt Hotels Corporation Rooms Operations Manual requirement.
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.
Reviews and constantly seeks productivity level improvements of all associates through the process of “taking work out of the system” (when appropriate) and through streamlining of work process.
Assists with the recruitment, selection, motivation and development of Front Office associates to work following the operational, financial, administrative philosophies and willing to become multi skilled and perform multi tasks.
Through hands-on management, supervises closely all Front Office associates in the performance of their duties in accordance with Policies & Procedures and applicable laws.
Delegates appropriately duties and responsibilities to equipped and resourceful associates, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
Instills and supports the Training initiatives and philosophies of the company and works closely with the Learning and Development Manager and takes active role in the training and development of associates.
Develops and assists with training activities focused on improving skills and knowledge.
Ensures associates have a complete understanding of Rules & Regulations, and that behaviour complies.
Ensures all associates maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.
Monitors associate morale and provides mechanism for performance feedback and development.
Effectively communicates guiding principles and core values to all levels of associates.
Ensures all associates practice the utmost protection of guests’ privacy and confidentiality.
Ensures services provided by the Front Office associates are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.
Attends and contributes to all Meetings as required.
Ensures all associates provide courteous and professional service at all times.
Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
Is actively involved in the welfare, safety, development and well-being of associates providing advice, counselling and truthful, diplomatic feedback.
Ensures high standards of personal presentation & grooming.
Maintains positive guest and colleague interactions with good working relationships.
Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt Hotels Corporation.
Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.