GUEST RELATIONS -ROOMS

Summary
* To ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
* To ensure that Front Office employees provide excellent service to internal customers as appropriate.
* To ensure that all Front Office employees are familiar with the hotel's products and services, current promotions, policies and other important information
* To assist in implementing consistent guest recognition programs and maintains 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 ensure that the area is managed well by the respective team and deliver the brand promise.
* To maintain positive guest and colleague interactions with good working relationships.
* To ensure that guest history records are accurately maintained and all repeat guests are pre-registered.
* To coordinate VIP movements with relevant Departments as advised.
* To ensure that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of "We work through Teams".
* To assist the Assistant Manager Front Office in efficiently managing the department according to the established concept statement providing courteous, professional, efficient and flexible service at all times, following Hyatt Regency Dubai Standards of Performance.
* To assign responsibilities to subordinates implementing Multi-Tasking principles and to check their performance periodically.
* To ensure that the par stocks for all operating equipment and supplies are strictly adhered to and that the outlet is adequately equipped.
* To liaise with housekeeping and other related department on daily operation.
* To have a thorough understanding and knowledge of all Rooms related service and product and upsell alternatives.
* To ensure that the cashiering procedures are strictly adhered to.
* To ensure guest registration cards, back up vouchers and documents are filed accurately and according to the standards required.
* To verify the accuracy of data by auditing preliminary reports and by making corrections before totals are finalized.
* To carry out all other duties to the standards and specifications are laid out in the overnight shift manual.
* 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 ensure that the area is managed well by the respective team and deliver the brand promise.
* To maintain positive guest and colleague interactions with good working relationships.
* To ensure that guest history records are accurately maintained and all repeat guests are pre-registered.
* To coordinate VIP movements with relevant Departments as advised.

Qualifications
Ideally with a relevant degree or diploma in Hospitality or Tourism
management. Minimum ‎2 years work experience in hotel operations. Good customer
service, communications and interpersonal skills are a must.