Front Office/Rooms Control Lead

Hyatt New Orleans , LA 70130

Posted 2 months ago

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

Control Clerks are primarily responsible for room inventory to maximize selling opportunities at the Front Office. This includes assigning room blocks for groups and guest preferences.

Front Office Agents rely on the Control Clerks ability to manage the inventory and analyze reports. This role has a direct impact on guest fulfillment with room accommodations. Control Clerks must also assist in the guest registration process and communication of hotel services and promotions.

This position leads other associates by coaching, giving direction and may include training. Front Office Control Clerk is the perfect opportunity for a seasoned Front Office Agent ready to advance their career into management.

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment; if you are ready for this challenge, then we are ready for you.

This is not you typical career opportunity. This is the Hyatt Touch.

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Constantly seek new ways to increase room revenue and occupancy. 2) Profit: * Effectively manage and control all front office and breakfast area operational expenses including labor, overtime, supplies, etc., and seek and implement cost saving strategies. 3) Quality: * Guest Service: Ensure that the hotel meets or exceeds NewcrestImage and Brand Standards for Guest Satisfaction. * Training: Analyze service and quality issues, identify training needs, ensure implementation of training programs to optimize results, and adhere to the Company's training guidelines and policies. 4) Leadership: * Leading: Motivate, coach, and train Front Office team members, set goals and hold team members accountable, and provide appropriate feedback, rewards, and recognition. * Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to the Company's policies and procedures. 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Instruct designated Associates to rectify any deficiencies.Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business levels.Monitor and ensure that front desk area is kept clean and organized, and manned at all times.Ensure that current information on rates, packages, and promotions is available at the front desk and that all Associates are knowledgeable on such.Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.Prepare department schedules in accordance with labor budget, forecasting for business levels, and maintaining productivity. Adjust schedules as necessary throughout the week to meet the business demands.Ensure that staff reports to work as scheduled. Document any late or absent Associates. Coordinate breaks for Associates.Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise.Inspect grooming and attire of Associates; rectify any deficiencies.Monitor the check-in/check-out processes, ensuring agreement to hotel standards. Anticipate critical situations and assist when necessary to help alleviate the pressure and to process the guest expediently.Audit accuracy of cards with proper signatures and ensure availability of keys.Monitor and ensure that express checkouts are processed through the system correctly in accordance with hotel checkout standards.Monitor the Associates' interactions with guests, ensuring prompt and courteous service; resolve discrepancies with Associates immediately. Observe guest reactions and confer frequently with Associates to ensure guest satisfaction.Ensure security of guest room access.Monitor and ensure that all cashiering procedures comply with Accounting policies (i.e., contracted cash banks, shortages/overages, adjustments, posting charges, making change for guests, cashing personal/travelers checks for guests, payment methods and processing at check-in, settling accounts, closing reports, dropping receipts, securing banks at all times.)Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding front desk procedures.Anticipate sold out situations and know how many rooms are overbooked. 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Front Office/Rooms Control Lead