Team Leader - Regency Club

[{{ $ctrl._job.status.name | translate}}] Team Leader - Regency Club
Hyatt Regency Mumbai

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Job description

 Main Duties and responsibilities:

 

Administration

·         Assists to prepare and update the Front Office Departmental Operations Manual.

·         Conducts regular departmental briefing and meetings.

·         Prepare and updates the employees’ roster.

Customer Service

·      Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.

·      Ensures all employees provide a courteous and professional service at all times.

·      Handles 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.

·      Maintains positive guest and colleague interactions with good working relationships.

 

Operational

·         Responsible for facilitating efficient communications for both guests and employees both within the hotel and for external communications.

·         Manages and ensures smooth and efficient operation of the department.

·         Studies, evaluates and suggests improvements for operation procedure when necessary.

·         Assigns responsibilities to employees.

·         Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.

·         Checks work performance of employees and their grooming standards.

·         Assists in the operations when necessary.

·         Liaises with relevant departments on necessary equipment changes.

·         Ensures logbook is updated; reads the logbook, and communicates with Supervisors / Operators.

·         Identifies plans and conducts training programs for employees.

·         Ensures Trainers are carrying out training sessions for employees.

·         Ensures all training sessions are recorded and given to Human Resources Department on time.

·         Issues Job Requisition / Orders and repair orders for maintenance.

Performs duties of Supervisor and Operators as and when required


·         Ensure that brand standards have been implemented.

·         Respond to the results of the Brand Standard Audit and ensure that the relevant changes are implemented.

·         Works in a supportive and flexible manner with other departments in line with our purpose.

·         Support the hotels target for NPS and customer service.

·         Ensure that the defined ISO standards are followed while on duty.

 

Personnel

·         Through hands-on management, supervises closely the employees in the performance of their duties in accordance with policies and procedures and applicable laws

·         Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained

·         Plans and implements effective training programs for all Guest Services employees in coordination with the Training Manager and Departmental Trainers.

·         Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.

·         Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.

·         Ensures that employees have a complete understanding of and adhere to employee rules and regulations.

·         Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

·         Support the implementation of our purpose, demonstrating and reinforcing Hyatt’s values, Hyatt Regency guiding principle and Leadership profile.

·         Provides feedback for the annual Performance Development Discussions and supports the Guest Services employees in their professional development goals.

·         Assists to feedback the results of the Employee Engagement Survey and ensures that the relevant changes are implemented.

 

Other Duties

·         Attends and contributes to all training sessions and meetings as required.

·         Is knowledgeable in statutory legislation in employee and industrial relations.

·         Exercises responsible behavior at all times and positively representing the hotel team and Hyatt.

·         Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.

 


Requirements

See description

Job type
Full-time
Location
Mumbai, India
Department
Front Office reception
Starting in
As soon as possible
Duration of the contract
Indefinite

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