Assistant Manager

3 weeks ago

Dubai, United Arab Emirates Grand Hyatt Dubai Full time

Summary
- To assist revising and updating of the Departmental Operations Manual on an as needed basis.
- To maintain the Daily Log Book.
- To assist in planning the weekly roster and work schedules to ensure that the work place is adequately staffed to handle the level of business.
- To maintain the work place bulletin board.
- To submit all guest / staff incident reports.
- To report “Lost and Found” items.
- To attend Daily Operations Meeting.
- To ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
- To ensure that Front Office employees provide excellent service to internal customers as appropriate.
- To ensure that all Front Office employees are familiar with the hotel’s products and services, current promotions, policies and other important information
- To assist in implementing consistent guest recognition programmes and maintains a relevant guest history database.
- To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- To personally and frequently verify that guests are receiving the best possible service during check-in and check-out.
- To ensure that the area is managed well by the respective team and deliver the brand promise.
- To maintain positive guest and colleague interactions with good working relationships.
- To ensure that guest history records are accurately maintained and all repeat guests are pre-registered.
- To coordinate VIP movements with relevant Departments as advised.
- To assist in effective payroll control through a flexible work force maximizing utilization of part time staff and close cooperation with other department in the hotel.
- To participate in the formulation of the Annual Operating Budget in determining outlet projected revenues and expenses, operating equipment and FF&E requirements in line with the compilation of the Annual Business Plan.
- To strictly adhere to the established operating expenses and that all costs are controlled.
- In the absence of the Front Office / Assistant Front Office Manager:

- To obtain and account for the correct room revenue.
- To ensure that all room rate, guest data is posted and correct into the hotel property management system.
- To account for all rooms related rebates for the day.
- To identify and correct any errors.
- To ensure that all room discrepancy are check and follow-up.
- To identify market needs to generate more revenue.
- To implement consistent guest recognition programmes.
- To participate in weekly Rooms Yield / Management meeting conducted together with Sales / Marketing.
- To promote Gold passport schemes to our potential guests whenever possible.
- To upsell rooms, food and beverage outlets and other facilities whenever opportunities arises.- To assist in making sure that all Touches of Hyatt and the Rooms Top 20 have been implemented.
- To respond to the results of the Consumer Audit and ensures that the relevant changes are implemented.
- To ensure that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
- To assist the Front Office / Assistant Front Office Manager in efficiently managing the department according to the established concept statement providing courteous, professional, efficient and flexible service at all times, following Grand Hyatt Dubai 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 15:00 hours each day.
- To ensure that all GSO has sufficient floats to secure all guests during their shift.
- To implement a flexible scheduling based on business patterns.
- To ensure that the par stocks for all operating equipment and supplies are strictly adhered to and that the outlet is adequately equipped.
- To assist in conducting monthly inventory checks on all operating equipment and supplies.
- To assist in controlling the requisitioning, storage and careful use of all operating equipment and supplies
- To conduct daily pre-shift briefings to staffs on rooms occupancy, arrival and departures, functions / event and special attention that is needed.
- To liaise with housekeeping and other related department on daily operation.
- To have a thorough understanding and knowledge of all Rooms related service, product and up sell alternatives.
- To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.
- To establish a rapport with guests maintaining good customer relationship.
- To ensure that the cashiering procedures are strictly adhered to.
- To ensure g

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