ASSISTANT MANAGER - REGENCY CLUB

- Oversees and assists in the preparation and updates of the Regency Club Departmental Operations Manual.
- Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
- Ensures that all Regency Club associates deliver the brand promise and provide exceptional guest service at all times.
- Greets and checks-in VIP and Long Stay guests.
- Ensures that all Regency Club associates are aware of current promotions, policies and other important information.
- Implements consistent guest recognition programmes and maintains a relevant guest history database.
- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
- Spends time in Regency Club during peak periods to ensure that both areas are managed well by the respective team and delivers the brand promise.
- Maximises 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.
- Ensures that the Regency Club 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.
- Maximises rooms' sales and revenues for the hotel through appropriate yield management, upselling and inventory management initiatives, working closely with the relevant Heads of Department and Regency Club associates.
- Assists in monthly reforecast, as appropriate.
- Assists in the preparation of the Annual Business Plan.
- Ensures 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.
- Identifies market needs to generate additional revenue.
- Participates in weekly Yield/management meeting conducted together with Sales and Marketing.
- Ensures 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.
- Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
- Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
- Assists in making sure that Hyatt's Purpose and Values have been implemented.
- Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
- Works 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.
- Assists in the recruitment and selection of all Regency Club associates, following hotel guidelines when recruiting and use a competency-based approach to selecting associates.
- Ensures the punctuality and appearance of all Regency Club 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.
- Conducts annual Performance Development Discussions with Regency Club associates, supports them in their professional development goals.
- Plans and implements effective training programmes for all Regency Club associates in coordination with the Learning Manager and Departmental Trainers.
- Develops the skills and effectiveness of all Regency Club associates through the appropriate training, coaching, and/or mentoring.
- Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
- Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
- Supports demonstrating and reinforcing Hyatt's Values and Purpose.
- Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
- Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
- Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organisations.
- Ensures high standards of personal presentation and grooming.
- Carries out any other reasonable duties and responsibilities as assigned.