Organization- Grand Hyatt Tokyo
Summary
Operational

• Assists the Front Office Manager and Assistant Front Office Manager in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
• Liaise with all departments on daily basis.
• To ensure that all guests Check-in and Check-out are being handled according to the Department Operation Manual requirements.
• Ensures that all guest information and documents are being handled in a proper manner to protect the confidentiality of guest information.
• To ensure that guest's room number is not given to unauthorized person as to ensure maximum security for the in-house guests.
• Conduct daily pre-shift briefings to employees on rooms occupancy, arrival and departures, functions/event and special attention that is needed
• Handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to Asst. Front Office Manager if no immediate solution can be found and assure follow up with guests
• Personally meeting and greeting all VIP arrivals
• Ensure a smooth implementation of the Guest Recognition Program to maximise guest satisfaction
• Establish a rapport with guests maintaining good customer relationship
• Assist FOM and AFOM in maximizing Return Guest Ratio
• Ensure that the cashiering procedures are strictly adhered to
• Assist FOM and AFOM in ensuring low expense levels are achieved and maintained, without compromising on service standards, in order to deliver high departmental profit
• Coordinate all Repair and Maintenance and issue repair and maintenance job orders to ensure the proper maintenance
• Liaise and organize with Housekeeping Department that the established cleaning schedules are strictly adhered to

Administration

• Maintains the Front Office Daily Log and Assistant Manager's incident log.
• Submits all guest/employee incident reports.
• Handles and reports "Lost and Found" items according to Hotel's "Lost and Found" procedure.
• Departmental Rostering
• Assists with the development and maintenance of a detailed Department Operations Manual that reflects policies and procedures, work processes and standards of performance within the Division. Ensures annual review to accurately reflect any changes.

Payroll & Productivity Management

• Exercises efficient Payroll Management/Resource allocation through the establishment of a flexible workforce throughout the Department. This will be based on the principles of a flexible employee base (Full Time & Part Time employees), multi-skilling and multi-tasking.
• Directs subordinates to ensure productivity meets the Hyatt International Rooms Operations Manual requirements.
• Focus 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 new technology & equipment are embraced, improving productivity whilst taking work out of the system.

People Management

• Assists in the development of Front Desk employees to work following the operational, financial, administrative philosophies ensuring employees are multi skilled and perform multi tasks.
• Ensures employees have a complete understanding of Rules and Regulations, and that behavior complies.
• Assist FOM and AFOM in smooth implementation of the Zero-based manning levels and ensure appropriate manning is maintained at all times
• Assists with the recruitment, selection and development of Front Office employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
• Thorough hands on management, supervise closely all Front Office employees in the performance of their duties in accordance with policies and procedures and applicable laws
• Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained
• Instill the Training philosophies of the company and work closely with the Training Manager developing Departmental Trainers, ensuring that all Managers and Supervisors take an active role in the training and development of employees
• Develop and assist with training activities focused on improving skills and knowledge
• Ensure employees have a complete understanding of rules and regulations, and that behavior complies
• Monitor employee morale and provide mechanisms for performance feedback and development
• Conduct annual Performance Appraisals providing honest and appropriate feedback
• Effectively communicate guiding principles and core values to all levels of employees

General

• Ensures all employees maintain an up-to-date awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.
• Ensures services provided by the Front Desk Employees are always available and are always carried out to the defined Standard with the utmost efficiency, consistency and courtesy as detailed in the Department Operation Manual.
• To have a sound knowledge of the local environment such as restaurants and shopping areas within the city.
• Ensures all team members report for duty on time.
• Attends and contributes to all Meetings as required
• Ensure all employees provide a courteous and professional service at all times
• Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
• Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules and regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health and safety
• Take an active involvement in the Welfare, Safety, Development and well being of employees providing advice, counseling and truthful, diplomatic feedback
• Ensure high standards of personal presentation and grooming
• Maintains positive guest and colleague interactions with good working relationships.
• Exercise responsible management and behavior at all times and positively representing the hotel management team and Hyatt International
• Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company