TEAM LEADER - GUEST SERVICE CENTER

- Assists to prepare and update the Front Office Departmental Operations Manual. Conducts regular departmental briefing and meetings.
- Prepare and updates the employees' roster.
- Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.
- Ensures all employees provide a courteous and professional service at all times.
- Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
- Responsible for facilitating efficient communications for both guests and employees both within the hotel and for external communications.
- Manages and ensures smooth and efficient operation of the department.
- Studies, evaluates and suggests improvements for operation procedure when necessary.
- Assigns responsibilities to employees.
- Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.
- Checks work performance of employees and their grooming standards.
- Liaises with relevant departments on necessary equipment changes.
- Ensures logbook is updated; reads the logbook, and communicates with Supervisors / Operators.
- Identifies plans and conducts training programs for employees.
- Ensures Trainers are carrying out training sessions for employees. Performs duties of Supervisor and Operators as and when required.
- Through hands-on management, supervises closely the employees in the performance of their duties in accordance with policies and procedures and applicable laws
- Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
- Plans and implements effective training programmes for all Communications Centre employees in coordination with the Training Manager and Departmental Trainers.
- Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators. Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
- Supports the implementation of the People Brand, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.
- Provides feedback for the annual Performance Development Discussions and supports the Guest Services employees in their professional development goals.
- Attends and contributes to all training sessions and meetings as required.
- Is knowledgeable in statutory legislation in employee and industrial relations.
- Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.
- Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
- Ensures high standards of personal presentation and grooming.
- Responds to changes in the Communications function as dictated by the industry, company and hotel.
- Carries out any other reasonable duties and responsibilities as assigned.