Host-Guest Services

·         Takes reservations and operates systems in accordance with hotel standards of performance.

·         Ensures a sales attitude is adopted at all times and maintains an awareness of sales opportunities within the hotel.

·         Develops and maintains a high level of communication with all major sources of business and advises the Front Office Manager to feedback where necessary.

·         Ensures all waitlisted business is recorded appropriately.

·         Adheres to pre-set availability and rate controls.

·         Ensures a high level of product knowledge of the hotel and local area.

·         Ensures a high level of Reservations is consistently maintained.

·         Processes all reservation requests by phone, mail or fax, and RESERVE system, promptly and accurately to established standards.

·         Checks daily arrivals and informs concerned personnel of any missing information.

·         Prepares and distributes weekly forecasts.

·         Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily.

·         Maintains positive guest and colleague interactions with good working relationships.

Administration

·         Ensures that an organized and efficient filing system is implemented for the department.

·         Ensures that the use new technology and equipment is explored and implemented wherever appropriate.

Financial

·         Maximizes rooms’ sales and revenue.

·         Adheres to all relevant hotel, company and local rules, policies and regulations are adhered to, including credit and payment policies.

People

·         Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

Other duties

·         Attends and contributes to all training sessions and meetings as required.

·         Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.

·         Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organisations.

·         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 Sales and Marketing function as dictated by the industry, company and hotel.

·         Carry out any other reasonable duties and responsibilities as assigned.