PURPOSE AND PERFORMANCE GOALS

Provides support and leadership guidance to Guest Service Agents, Bell/Doorperson and Concierge to ensure consistent quality of customer service and exceed Hyatt/Thompson brand standards. Responds in a professional and courteous manner to all guests and team members. Resolves guest challenges throughout their stay.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assign and instructs Guest Service Agents, Bell/Doorperson and Concierge their daily tasks.
• Manages all Front Office day to day operations and performs the shift check list to ensure accuracy of all aspects of the shift.
• Assist Guest Service Agents, Bell/Doorperson and Concierge and departments with any requests.
• Maintains food customer relations by answering questions and taking care of customer concerns in a timely and knowledgeable manner.
• Field guest complaints and conduct research to develop the most effective solution in a timely manner and authorize revenue allowances to remedy guest issues if alternative solutions are not sufficient for the guest.
• Maintains food team member relations by answering questions and taking care of team member concerns in a timely manner.
• Maintains a friendly, engaging, and courteous demeanor at all times.
• Prepare and conduct pre-shift meetings, communicate effectively with team and provide any information relevant to guest satisfaction.
• Monitor performance of staff on a daily basis.
• Hotel experience is required and Hyatt experience a benefit.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Remains calm and alert at all times during an emergency and/or heavy hotel activity

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to effectively work with internal and external customers
• Ability to collect accurate information and resolve conflicts
• Ability to read, listen and communicate effectively in English, both verbal and written
• Ability to access and accurately input information into the hotel’s reservation system

ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position (titles):

Guest Service Agents

Bell/Doorperson

Concierge

EDUCATION AND/OR EXPERIENCE

High School graduate diploma or equivalent preferred. 4 year college degree preferred with emphasis on a foreign language. One year supervisor experience in hospitality or related industry preferred. 1-2 years of prior guest service experience is preferred. Prior hospitality experience also preferred

LANGUAGE SKILLS

Must be able to communicate clearly with guests, customers, supervisors, and fellow team members. Additional language ability is preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

CPR Certification and /or First Aid Training preferred.

GROOMING STANDARDS

Team Members must maintain a neat, clean and well-groomed appearance. Specific guidelines will be explained during the orientation process.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job with or without reasonable accommodation. Must be able to push/pull/lift up to 20 pounds. Job frequently requires standing, walking, kneeling, crouching, bending, stooping

The hospitality industry functions 24 hours a day, 7 days a week, any team member may be required to work rotating shifts, overnight shifts, overtime and holidays. Also, depending on the season, hours may be reduced at any time.