Team Leader, Front Desk at Hyatt Place

Full Time
  • Full Time
  • Nairobi, Kenya
  • Attractive Kshs / Month
  • Salary: Attractive

Hyatt Place

Team Leader, Front Desk

Job Type Full Time

Location Nairobi

Job Field Administration / Secretarial 


Team Leader Front Desk Summary

  • Receive and direct calls efficiently to guest rooms, hotel team members or departments through the PBX system.
  • Checks on the house status both In PMS and Reserve, upon reporting on duty and consistently during the shift, especially on high occupancies for proper decision making.
  • Ensure all hotel guests are received within the set standard operating procedures.
  • Ensuring that all calls are handled within the standard operating procedures.
  • Manage the Front Office master roll and duty Rota last minute changes.
  • Regular contact with guests during their stay, and escalating their concerns to the Head of Department or Duty Manager in order to ensure everything is addressed in a timely manner.
  • Offer assistance to the Front Office staff when required, including training and creating team environment.
  • To ensure that guests profile details for all arrivals are correctly keyed in the PMS, and reconfirms all the rates within the shift.
  • Ensure close coordination and communication with the Reservations team more so on last minute requests.
  • Ensure GEM (Guest Experience Management) Notes, are acted upon on a daily basis. Traces, Specials, Preferences and Profile notes in PMS should be acted upon accurately and timely.
  • Ensure check in and check out for all guests is done efficiently, attachment of correspondences, recording/scanning of registration cards and proper docketing.
  • Ensure to highlight our Loyalty program “World of Hyatt” to our new customers and target to enroll as many as possible.
  • Ensure that all newly enrolled “World of Hyatt” guests are registered on the same day, before end of the day.
  • Co-ordinates arrival rooms allocations considering special requests and follows up with Housekeeping to update the PMS rooms status to inspected status before arrival.
  • Confirms invoicing accuracy of all city ledger bills before forwarding to Finance, at the end of every shift to ensure that all required documents are well attached.
  • Ensuring that the credit policy is adhered to in reference to deposits, by all arrivals and regular monitoring of high balances in line with the floor limit.
  • Daily monitoring of PMS and closing the outstanding balances as directed by the Front Office Manager/Assistant Front Office Manager.
  • Timely preparing of the monthly Duty Rota for the Front Office Staff and control of the pending individual days to a minimal level.
  • Takes control of the housekeepers’ discrepancy report and action on any discrepancies as well as file a copy for future reference.
  • Ensures that pending handover issues recorded in all Front Office sub departments are actioned within the required timeline.
  • Co-ordinates guests’ arrival briefing and rooming by the front office staff on check in.
  • To ensure stationaries are available at all times and monitor correct usage to avoid wastage.
  • Ensure the stock levels are in line with the projected occupancies.
  • Engage customers checking out and immediately escalate any negative comments to the Front Office Manager, Asst. FOM or Duty Manager for further guest engagement.
  • Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
  • To inspect Hyatt House apartments alongside with the housekeeping leadership team, whose occupancy includes/included a pet to assess damage during guest stay or/and upon check out. (if directed to do so by the FOM or Asst. FOM) as per the Pet and Animal Service policy.
  • Familiarize yourself with telephone operator functions in Opera.
  • Maintain a record and include any major outstanding operator issues along with status in the daily reports.
  • Conduct the proper response notification of all malicious, bomb threats security related calls as per the hotel stipulated standards.
  • Log all wake-up call requests and perform wakeup call services.
  • Assist in conducting performance appraisals under the guidance of the FO Manager or the Assistant FO Manager.

To apply for this job please visit careers.hyatt.com.

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