Team Leader-Guest Relation

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.