To assist in the smooth and efficient running of the Front Desk within the Rooms Division.

To assist in the smooth and efficient running of the Front Desk within the Rooms Division.

Customer Service

§ Delivers the brand promise and provide exceptional guest service at all times.

§ Provides excellent service to internal customers as appropriate.

§ Be familiar with the hotel’s products and services and policies.

§ Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, feedback guest complaints to Assistant Manager/Duty Manager immediately.

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

§ Ensures that guest history records are accurately maintained.

§ Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.

§ Ensures Rooms Division meets the Hotel’s targets in the areas of Guest Satisfaction Survey and Customer Audits.

Financial

§ 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.

Operational

§ Meets and greets all guests and assists with registrations.

§ Ensures the strict control of room keys.

§ Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

§ Embraces all Touches of Hyatt and the Rooms Top 20.

§ Prepares welcome cards and keys for arrival FIT guests.

§ Possesses good knowledge of hotels and the tourism industry in Malaysia specifically Kuala Lumpur.

§ Reports “Lost and Found” items.

Operational (continued)

§ Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

§ Supports and embraces the spirit of “We work through Teams”.

§ Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.

§ Understands on the sequence of duties related to Royal Family visits. Accords protocol with Royal Family visits.

§ Handles all emails in a professional and timely manner.

Personnel

§ Oversees the punctuality and appearance of all 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.

§ Provides feedback to Assistant Manager for half yearly and annual Performance Development Discussions with employees, supports them in their professional development goals.

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

§ Assists 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 Brand, 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

§ Ensures high standards of personal presentation and grooming.

§ Exercises responsible behaviour at all times and positively representing the hotel and Hyatt International.

§ Responds to changes in the Rooms function as dictated by the industry, company and hotel.

Customer Service

§ Delivers the brand promise and provide exceptional guest service at all times.

§ Provides excellent service to internal customers as appropriate.

§ Be familiar with the hotel’s products and services and policies.

§ Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, feedback guest complaints to Assistant Manager/Duty Manager immediately.

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

§ Ensures that guest history records are accurately maintained.

§ Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.

§ Ensures Rooms Division meets the Hotel’s targets in the areas of Guest Satisfaction Survey and Customer Audits.

Financial

§ 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.

Operational

§ Meets and greets all guests and assists with registrations.

§ Ensures the strict control of room keys.

§ Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

§ Embraces all Touches of Hyatt and the Rooms Top 20.

§ Prepares welcome cards and keys for arrival FIT guests.

§ Possesses good knowledge of hotels and the tourism industry in Malaysia specifically Kuala Lumpur.

§ Reports “Lost and Found” items.

Operational (continued)

§ Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

§ Supports and embraces the spirit of “We work through Teams”.

§ Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.

§ Understands on the sequence of duties related to Royal Family visits. Accords protocol with Royal Family visits.

§ Handles all emails in a professional and timely manner.

Personnel

§ Oversees the punctuality and appearance of all 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.

§ Provides feedback to Assistant Manager for half yearly and annual Performance Development Discussions with employees, supports them in their professional development goals.

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

§ Assists 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 Brand, 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

§ Ensures high standards of personal presentation and grooming.

§ Exercises responsible behaviour at all times and positively representing the hotel and Hyatt International.

§ Responds to changes in the Rooms function as dictated by the industry, company and hotel.