Operational
§ To strictly adhere to the established operating expenses and ensure that all costs are controlled.
§ To assist in managing efficiently the department according to the established concept statement providing personalized, courteous, professional, efficient and flexible service at all times, following Grand Hyatt Muscat Standards of Performance.
§ To assign responsibilities to subordinates implementing Multi Tasking principles and to check their performance periodically.
§ To check all due out folio’s each morning for accuracy and presentation, to ensure follow up of all due out rooms is made from the departure list by 13:00 hours each day.
§ To ensure all Guest’s, including VIP guests are personally met and escorted to their respective Suites / Rooms by a member of the Guest Relations/ Management team.
§ To liaise with all departments related to the Guest Relations daily operation.
§ To have a thorough understanding and knowledge of all Rooms related service and product and up sell alternatives.
§ To handle VIPs and guests enquiries in a courteous and efficient manner and report guest complaints or problems.
§ To establish a rapport with all guests by maintaining good relationship.
§ To ensure that the cashiering procedures are strictly adhered to.
§ To ensure guest registration cards, back up vouchers and documents are filed accurately and according to the standards required.
§ To ensure that all day use charges incurred are posted upon check out and that payment is received.
§ To monitor all arriving VIPs through guest arrival list ensuring that all rates, vouchers required and credit requirements are followed up.
§ To assign the rooms for the arrivals of the day, keeping in mind group allocations and special requests.
§ To undergo training on the correct e-mailing techniques and etiquette when replying to colleagues and guests.
§ To ensure all rebates and cashier reports are signed by the Assistant Manager.
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Administration
§ To update the Daily Log Book.
§ To update the work place bulletin board and monitor up selling targets.
§ To submit all guest / staff incident reports.
§ To report “Lost and Found” items.
§ To attend Daily Operations Meeting in absence of the Assistant Manager.
Housekeeping and Engineering
§ To ensure that the work place is kept clean and organized, both at the front and back of house as well as public areas.
§ To coordinate all Repair and Maintenance and issue repair and maintenance job orders to ensure the proper maintenance of the outlet as well as public areas.
§ To monitor and ensure that rooms are ready for all VIP arrivals.( coordinate with Room Service, Housekeeping and Engineering)
Other duties
- To assist in planning and organizing special events, large group and festive promotions within the department.
- To carry out any other reasonable duties and responsibilities as assigned.
- To liaise with housekeeping and all other VIP Team operations-related departments.
- To assist in identifying training needs for the staff.
- To assist in training the staff ensuring that they have the necessary skills to perform their duties with the maximum efficiency.
- To prepare training schedule for all members of the team
- To personally conduct appropriate trainings in accordance with team and each individual needs.
- To attend behavioral and vocational training in own and related work areas to enhance skills and develop multi-functionality.
- To attend regular on-the-job and classroom training in new Front Office techniques and systems.
- To share knowledge and skills with other colleagues.
- To personally conduct classes on etiquette and guest handling.
