Guest Services Team Leader

Urgent requirement Applicant should be a hospitality graduate with min 5 - 6 years of experience in a hotel front office operation, in which min 1 year of experience in the similar role from any 4/5* branded hotels will be preferred Main Duties: Responsible for leading the Front Office Team - HOD Administration - To ensure that the Front Office activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate. To represent the Front Office function on the hotel's Management Committee.To oversee the preparation and update of individual Departmental Operations Manuals.To conduct regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.To ensure that guest history files are maintained and utilised. Customer Service - To ensure that all associates deliver the brand promise and provide exceptional guest service at all times. To ensure that associates also provide excellent service to internal customers in other departments as appropriate.To spend time in public areas observing employee-guest interaction and talking with guests, working through teams to coach associates in guest service skills as necessary.To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. Financial - To maximise employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.To ensure that each revenue generating department (e.G. Rooms, Telephone) is operated in line with maximising revenues and profit through upselling, pricing activities and proper yield management, while delivering on the brand promise.To ensure that each cost centre operates with the lowest possible cost structure while also delivering on the brand promise to the guest.To coordinate the preparation of the Annual Business Plan for Rooms.To strategically analyse business performance to facilitate accurate and meaningful forecasting, involving the respective members as appropriate.To proactively manage costs based on key performance indicators, working through the respective teams as appropriate.To ensure 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 - To over the Rooms experience from check-in to check-out for all guests, working through each member to ensure a seamlessly perfect guest experience and make adjustments where necessary.To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.To meet and greet regular and VIP guests as appropriate, and to ensure the proper handling of all of their reservations, room assignments and check-in experience.To ensure the implementation of the hotels Guest Recognition Programme.To regularly inspect rooms and other Rooms areas to ensure that the set standards are being maintained.To work with the Engineering Department to maintain guest rooms and the public areas to the highest standard.To make sure that all Touches of Hyatt and the Rooms Top 20 are implemented.To feedback the results of the Consumer Audit and to ensure that the relevant changes are implemented.To work closely with other Department Heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.To make sure that Front Office associates work in a supportive and flexible manner with other departments, in a spirit of We work through Teams. Personnel - To oversee and assist in the recruitment and selection of all Front Office associates. To make sure that team members follow hotel guidelines when recruiting and use a competency-based approach to selecting their associates.To oversee the punctuality and appearance of all Front Office associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and departments grooming standards.To maximise the effectiveness of associates by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.To conduct annual Performance Development Discussions with associates and to support them in their professional development goals. To ensure that they in turn conduct annual Performance Development Discussions with their associates.To encourage asso .