Front Office Team Leader

FRONT OFFICE TEAM LEADER **Position **:Front Office Team Leader **Job Group**: **Place of Work **:Hyatt House Johannesburg Sandton **Division **:Rooms **Responsible To **:Hotel Manager : Front Office Manager **Responsible For**:Host **Scope and General Purpose of Job** To assist the Front Office Manager in delivering the brand promise by managing the Front Office operations for the hotel, including, but not limited to, the Front Desk, Housekeeping, and Food & Beverage Outlets. **Main Duties** **_Operational _** 1. To ensure through effective supervision that all services offered in the Front Office are always available and are carried out with the utmost efficiency and courtesy as per the Departmental Operations Manual. 2. To study and evaluate the operation and procedure of the Front Desk, Housekeeping, and Food & Beverage Outlets, and suggest improvements to the Front Office Manager. 3. To assign duties and responsibilities to subordinates assisting the Front Office employees in their duties. 4. To ensure that all V.I.R. and World of Hyatt are pre-assigned prior to the guest's arrival. 5. To ensure that daily upselling is promoted and monitored. 6. To liaise with the Front Desk Hosts on all outstanding accounts for departing guests. 7. To liaise with Front Office Manager on any guest complaints and problems and if necessary, handle these guest complaints in accordance with the hotel policy, reporting all complaints to the management. 8. To handle individual F.I.T guests, and group check-in and check-outs according to standard procedure. 9. To immediately recognize V.I.R.'s and World of Hyatt members. 10. To assist in the preparation of the Departmental Budget and to ensure that the department operational budget is strictly adhered to and that all costs are strictly controlled. 11. To maintain an atmosphere of tranquility at the Front Desk, never giving the impression that there is a problem. 12. To ensure that Guest History records are accurately maintained and all returning guests are pre-registered and welcomed according to the guest recognition program. 13. To ensure that all VIRs and World of Hyatt Members rooms are checked prior to the arrival of the guest for 100% readiness. 14. To work closely with sales and banquets in planning room requirements and assignments, price, location, allotment, rooming list, etc. 15. To ensure the strict control of room keys through the Ving Card system.16. To supervise the room rates offered to a walk-in guest in order to maintain the forecasted average rate. **Food & Beverage Duties** 1. To supervise F&B Outlet Staff, in the absence of Food & Beverage Management, and make sure that the correct standard and methods of service are maintained as stated in the Departmental Operations Manual 2. To monitor and maintain a high standard of quality and speedy service. 3. To strictly adhere to the opening and closing procedures established for the outlet. 4. To have a thorough understanding and knowledge of all food and beverage items on the menu. 5. To ensure that the outlet and surrounding area is kept clean and organized at all times. 6. To maintain and monitor operating supplies par stock and control spoilage and wastage. **_Personnel _** 1. To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety, and development. 2. To ensure that all employees report for duty punctually wearing the correct uniform and name badge at all times. 3. To ensure that all employees provide a courteous and professional service at all times. 4. To ensure that all employees have a complete understanding of and adhere to the Hotel's Employee Rules and Regulations. 5. To conduct training courses for new employees and regular "refresher" courses for newly hired and existing employees 6. To ensure that all policies and procedures are updated and monitored. 7. To attend departmental meetings as laid down by the Front Office Manager and the Hotel Management. 8. To ensure that the department's Operations Budget is strictly adhered to and that all costs are strictly controlled. 9. To maintain good relationships with the various sources of hotel patrons who have influence over our business, such as Corporate Accounts, Travel Agents, Tour Operator, etc. 10. To be on the Hotel Duty Manager's Roster. 11. To ensure maximum sales for in-house facilities and other Hyatt destinations by continuously promoting them upon inquiry. 12. To respond to any changes in the Front Office Function as dictated by the industry, company, or hotel. **Other Duties** 1. To attend departmental meetings as laid down by the Front Office Manager and the Hotel Management. 2. To ensure that the department's Operations Budget is strictly adhered to and that all costs are strictly controlled. 3. To ensure maximum sales for in-house facilities and other Hyatt destinations by continuously promoting them upon inquiry. 4. To respond to a