
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.