Our Purpose: We care for people so they can be their best.
Care comes from a place of empathy and authentic human connection. We care by truly seeing people and getting to know them as unique individuals so we can design and deliver personal experiences. We want to make a difference in the lives of all those we touch: colleagues, guests, owners, operators, community members, and shareholders. Being your best is about being your authentic self in each moment – engaged, fulfilled, and ready to take on the world.
Through our values, we put our dedication to caring into action:
Respect:
· Be inclusive
· Value diverse points of view
· Care for people and your environment
Integrity:
· Tell and accept the truth
· Honor your commitments
· Take ownership and act with pride
Empathy:
· Truly listen
· Respond with compassion
· Walk in the shoes of others
Inclusion:
· Seek to understand
· Encourage diverse viewpoints
· Support each other to thrive
Experimentation:
· Be curious and continuously learn
· Experiment generate new ideas
· Make things happen
Wellbeing:
· Prioritize self-care
· Use fun as fuel
· Build connections within your community
At Hyatt Regency:
Brand Target:
Focused guests seeking a seamless, intuitive experience for specific occasions (Ambitious Loyalist)
Brand Promise:
To make travel free from stress and filled with success
Brand Principles:
· Designed for productivity peace of mind
· Tools to stay connected and energized
· Stress-free environments for seamless gatherings
· Responsible empathetic service that anticipates needs
Main Duties and Responsibilities:
Main Duties:
Administration
· To oversee and assist in the preparation and update of the Front Office Departmental Operations Manual.
· To conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
· To represent the Rooms function on the hotel's Leadership Committee in the absence of the Director of Rooms.
Customer Service
· To ensure that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.
· To ensure that Front Office associates also provide excellent service to internal customers as appropriate.
· To assist in greeting and checking-in VIP and Long Stay guests, or to ensure that they are met by an Assistant Manager.
· To ensure that all Front Office associates are aware of current promotions, policies and other important information.
· To ensure that all Front Office associates are familiar with the hotel’s products and services.
· To implement consistent guest recognition programmes and maintain a relevant guest history database.
· 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.
· To personally and frequently verify that guests are receiving the best possible service during check-in and check-out.
· To spend time in Front Office areas and Regency (or Grand) Club during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
· To ensure that guest history records are accurately maintained and all repeat guests are pre-registered.
Financial
· To maximize associate 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 the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
· To maximize Rooms sales and revenues for the hotel through appropriate yield management, up selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office associates.
· To assist in monthly re-forecasting, as appropriate.
· To assist in the preparation of the Annual Business Plan.
· 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.
Marketing
· To assist in weekly yield and revenue management meetings, as necessary.
· To assist in the preparation, utilization and update of an annual Marketing Plan.
Operational
· To monitor Rooms standards in general, working through the respective Head of Department to take corrective action where necessary.
· To conduct frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager and other Assistant Managers - Front Office.
· To ensure the strict control of room keys.
· To assist in securing external guest accommodation in overbooking situations.
· To ensure that public areas are clean and up to standard.
· To ensure that all daily arrival V.I.P rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
· To ensure that all V.I.P and long stay guests are met on arrival by an Assistant Manager.
· To work closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
· To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
· To respond to the results of the Consumer Audit and ensure that the relevant changes are implemented.
· To work closely with other management personnel 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”.
· To ensure that all guest details are entered correctly in accordance with the principles of clean data.
· To be aware of new market trends and service(s) offered by competitor hotels and the industry in general, to “be one step ahead” where appropriate.
Personnel
· To assist in the recruitment and selection of all Front Office associates. To follow hotel guidelines when recruiting and use a competency-based approach to selecting 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 department’s grooming standards.
· To conduct annual Performance Development Discussions with Front Office associates, to support them in their professional development goals.
· To plan and implement effective training programmes for all Front Office associates in coordination with the Training Manager and Departmental Trainers.
· To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
· To develop the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.
· To prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.
· To encourage associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
· To ensure that associates have a complete understanding of and adhere to associate rules and regulations.
· To ensure that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
· To feedback the results of the Associate “Gallup” Survey and ensure that the relevant changes are taken into account as appropriate.
Other Duties
· To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.
· To respond to changes in the Rooms function as dictated by the industry, company and hotel.
· To read the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
· To attend training sessions and meetings as and when required.
· To carry out any other reasonable duties and responsibilities as assigned.
Core Skills
· Produces Quality Work
The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt’s standards and processes
· Achieves Results
The ability to identify priorities, solve problems, produce desired results and be accountable for commitments
· Promotes Teamwork and Collaboration
The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.
· Communicates Effectively
The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.
· Shows Initiative and Resourcefulness
The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically
· Focuses on Customers
The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction
Our Purpose: We care for people so they can be their best.
Care comes from a place of empathy and authentic human connection. We care by truly seeing people and getting to know them as unique individuals so we can design and deliver personal experiences. We want to make a difference in the lives of all those we touch: colleagues, guests, owners, operators, community members, and shareholders. Being your best is about being your authentic self in each moment – engaged, fulfilled, and ready to take on the world.
Through our values, we put our dedication to caring into action:
Respect:
· Be inclusive
· Value diverse points of view
· Care for people and your environment
Integrity:
· Tell and accept the truth
· Honor your commitments
· Take ownership and act with pride
Empathy:
· Truly listen
· Respond with compassion
· Walk in the shoes of others
Inclusion:
· Seek to understand
· Encourage diverse viewpoints
· Support each other to thrive
Experimentation:
· Be curious and continuously learn
· Experiment generate new ideas
· Make things happen
Wellbeing:
· Prioritize self-care
· Use fun as fuel
· Build connections within your community
At Hyatt Regency:
Brand Target:
Focused guests seeking a seamless, intuitive experience for specific occasions (Ambitious Loyalist)
Brand Promise:
To make travel free from stress and filled with success
Brand Principles:
· Designed for productivity peace of mind
· Tools to stay connected and energized
· Stress-free environments for seamless gatherings
· Responsible empathetic service that anticipates needs
Main Duties and Responsibilities:
Main Duties:
Administration
· To oversee and assist in the preparation and update of the Front Office Departmental Operations Manual.
· To conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
· To represent the Rooms function on the hotel's Leadership Committee in the absence of the Director of Rooms.
Customer Service
· To ensure that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.
· To ensure that Front Office associates also provide excellent service to internal customers as appropriate.
· To assist in greeting and checking-in VIP and Long Stay guests, or to ensure that they are met by an Assistant Manager.
· To ensure that all Front Office associates are aware of current promotions, policies and other important information.
· To ensure that all Front Office associates are familiar with the hotel’s products and services.
· To implement consistent guest recognition programmes and maintain a relevant guest history database.
· 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.
· To personally and frequently verify that guests are receiving the best possible service during check-in and check-out.
· To spend time in Front Office areas and Regency (or Grand) Club during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
· To ensure that guest history records are accurately maintained and all repeat guests are pre-registered.
Financial
· To maximize associate 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 the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
· To maximize Rooms sales and revenues for the hotel through appropriate yield management, up selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office associates.
· To assist in monthly re-forecasting, as appropriate.
· To assist in the preparation of the Annual Business Plan.
· 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.
Marketing
· To assist in weekly yield and revenue management meetings, as necessary.
· To assist in the preparation, utilization and update of an annual Marketing Plan.
Operational
· To monitor Rooms standards in general, working through the respective Head of Department to take corrective action where necessary.
· To conduct frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager and other Assistant Managers - Front Office.
· To ensure the strict control of room keys.
· To assist in securing external guest accommodation in overbooking situations.
· To ensure that public areas are clean and up to standard.
· To ensure that all daily arrival V.I.P rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
· To ensure that all V.I.P and long stay guests are met on arrival by an Assistant Manager.
· To work closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
· To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
· To respond to the results of the Consumer Audit and ensure that the relevant changes are implemented.
· To work closely with other management personnel 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”.
· To ensure that all guest details are entered correctly in accordance with the principles of clean data.
· To be aware of new market trends and service(s) offered by competitor hotels and the industry in general, to “be one step ahead” where appropriate.
Personnel
· To assist in the recruitment and selection of all Front Office associates. To follow hotel guidelines when recruiting and use a competency-based approach to selecting 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 department’s grooming standards.
· To conduct annual Performance Development Discussions with Front Office associates, to support them in their professional development goals.
· To plan and implement effective training programmes for all Front Office associates in coordination with the Training Manager and Departmental Trainers.
· To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
· To develop the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.
· To prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.
· To encourage associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
· To ensure that associates have a complete understanding of and adhere to associate rules and regulations.
· To ensure that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
· To feedback the results of the Associate “Gallup” Survey and ensure that the relevant changes are taken into account as appropriate.
Other Duties
· To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.
· To respond to changes in the Rooms function as dictated by the industry, company and hotel.
· To read the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
· To attend training sessions and meetings as and when required.
· To carry out any other reasonable duties and responsibilities as assigned.
Core Skills
· Produces Quality Work
The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt’s standards and processes
· Achieves Results
The ability to identify priorities, solve problems, produce desired results and be accountable for commitments
· Promotes Teamwork and Collaboration
The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.
· Communicates Effectively
The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.
· Shows Initiative and Resourcefulness
The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically
· Focuses on Customers
The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction