Front Desk Host

Main Duties:

Administration

• Maintains the Daily Log Book.
• Reports “Lost and Found” items.

Customer Service

• Delivers the brand promise and provide exceptional guest service at all times.
• Provides excellent service to internal customers as appropriate.
• Be familiar with the hotel’s products and services and policies.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
• Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.

Financial

• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

Operational

• Meets and greets all guests and assists with registrations.
• Ensures the strict control of room keys.
• Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
• Embraces the Rooms Top 20.

Operational (continued)

• Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
• Prepares welcome cards and keys for arrival FIT guests.
• Ensures accurate knowledge of hotels and the tourism in locally and Malaysia.
• Reports “Lost and Found” items.
• Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Monitoring HOTSOS time to time and ensure the task was solved efficiently
• Supports and embraces the spirit of “We work through Teams”.
• Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.
• Ensures an understanding on the sequence of duties related to Royal Family visits.  Accords protocol with Royal Family visits.

Personnel

• Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

Other Duties

• Ensures high standards of personal presentation and grooming.
• Exercises responsible behaviour at all times and positively representing the hotel and Hyatt International.
• Responds to changes in the Rooms function as dictated by the industry, company and hotel.
• Reads the hotel's e-Associates Guide and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
• Attends training sessions and meetings as and when required.
• Carries out any other reasonable duties and responsibilities as assigned.