Guest Service Assistant Manager

Summary

What is your passion?

Whether you are into tennis, shopping, craft or karaoke, at Hyatt we are interested in YOU. At Hyatt, we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. In addition, we are looking for more people like this to join our friendly and professional team.

Now we are looking for a dynamic, outgoing and enthusiastic – Guest Service Assistant Manager with strong background and experience in Front Office to join our energetic, enthusiastic and passionate team at Grand Hyatt Bali.

The Guest Service Assistant Manager will be responsible for handling guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.

As a Guest Service Assistant Manager, you will be reporting directly to the Front Office Manager and below are some of the key responsibilities:

• Handle guest requests/complaints and special requests in a courteous and efficient manner and are properly attended to and are followed up accordingly as well as submits a report to Management on all actions taken on a daily basis.

• Investigate all guests/employee accidents together with Safety & Security Manager and report circumstances to Management.

• Assist to conduct daily pre-shift briefings to employees on rooms occupancy, arrival and departures, functions/events and any special attention matter as and when required.

• Ensure that the cashiering procedures are strictly adhered to.

• Meet departing VIP at hotel lobby and ensure smooth billing, luggage collection and airport transfer arrangement.

• Ensure preparations for Group arrivals, including room keys, check in venue, and arrival amenities.

• Co-ordinates closely with Housekeeping Department on room status, especially for early & late arriving guests.

• Fully conversant with the Fire and Emergency Procedures and must be present in the Control Room in the event of a fire testing or when the fire alarm is raised.

• Good knowledge on technology, rendering assistance to guests when called.

Qualifications

• Minimum of 1 year of solid experience as Front Office Duty Manager in a large 5-star luxury hotel or resort.

• Has a solid background of working in a high demand business environment.

• Has strong leadership skills, train and develop team, and is a role model.

• Has relevant experience in night operations and is able to work on night shifts.

• Eloquent in English communication in both written and spoken.

• Is well versed in working with Property Management System such as OPERA, RESERVE for room reservations, and other systems.

• Is well versed in handling different types of emergency situations.

• Has proven track of working with timelines and targets.

• Highly conscientious and diligent.
• Diploma in Hospitality or other relevant fields. A Bachelor’s Degree is a plus.