Night Team Leader

Descripción del puesto:

Operational
* Helps the Front Office team effectively manage the department according to an established conceptual statement and provides a courteous, professional, efficient and flexible service at all times.
* Provides night shifts. Ensures strict control of room keys.
* Cooperates and organizes with the cleaning department that the established cleaning plans for VIPs in the house and arrivals are strictly adhered to.
* Coordinates all repairs and maintenance and reports maintenance task orders.
* Understands the structure of rates and available promotional rates.
* Ensures that Front Office employees work flexibly with other departments.
* Works closely with other executives in a supportive and flexible way, focusing on the overall success of the hotel and the satisfaction of hotel guests.
* Ensures that all guest data is entered correctly in accordance with the clean data policy.
Customer service
* Ensures that all Front Office employees deliver on the brand promise and provide exceptional guest service at all times.
* Works to achieve the customer satisfaction survey score set for the department.
* Ensures that Front Office employees provide excellent service to internal customers as needed.
* Ensures that all Front Office employees are familiar with the hotel's products and services, current promotions, policies, and other important information.
* Helps establish consistent guest recognition programs and maintains an appropriate guest history database.
* He handles all complaints and inquiries from guests and internal customers in a polite and efficient manner to make sure that issues are satisfactorily resolved. He personally and frequently verifies that guests receive the best possible service upon check-in and check-out.
* It ensures that the area is well managed by the appropriate team and delivers on the brand promise.
* Maintains positive interactions between guests and colleagues with good working relationships.
* Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
* Coordinates VIP movements with the appropriate departments according to the recommendations. Resolve guest complaints that have been escalated by other FO employees.

Financial

· Helps maximize employee productivity through multi-skilling, multi-tasking, and flexible scheduling to meet the company's financial goals and guest expectations.
· Actively contributes to the success of the upsell program and motivates the team to achieve its goals.
· Ensures that hotel, corporate and local rules, policies and regulations regarding the handling of money are followed, including timely and accurate reporting of information.
· Provides currency exchange services.
Personnel

· Helps to ensure punctuality and appearance of all reception staff, make sure they wear the correct uniform and maintain a high standard of personal appearance and hygiene in accordance with hotel and resort standards of care.
· Helps to conduct annual performance development discussions with employees, supporting them in their professional development goals.
· Assists in the planning and implementation of effective training programs for all reception staff in coordination with departmental trainers.
· Supports department trainers through ongoing feedback and assistance at monthly meetings.
· Helps to develop the skills and effectiveness of all reception staff through appropriate training, coaching and/or mentoring.
· Assists in the preparation and publication of work plans and monitors expected occupancy and ensures that staff reflect business needs and other key performance indicators.
· Encourages employees to be creative and innovative, demanding and appreciates them for their contribution to the success of the operation.
· Supports the strengthening of Hyatt's values.
· Ensures that employees fully understand and comply with employee rules and regulations.
· Ensures that employees comply with all hotel, corporate and local rules, policies and regulations regarding fire safety and safety and safety from danger.
Administrative
· Ensures that information about restaurants, hotel facilities and other miscellaneous establishments is regularly updated.
· Sends incident reports to all guests/employees.
· Keeps the team's up-to-date results updated.
Other
· Participates in and contributes to all trainings and meetings as needed.
· He always behaves responsibly and positively represents the hotel team and Hyatt International. It maintains strong, professional relationships with relevant representatives of competing hotels, business partners and other organizations, especially travel agencies, local business groups and airlines.
· Reads the hotel staff manual and understands and adheres 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 care. In this role, you will also need to perform multiple tasks in different aspects of operations, as your managers instruct you to do from time to time.
· Responds to changes in the function of rooms according to the dictates of industry, society and hotel.
· It shall perform all other reasonable duties and responsibilities assigned to it