Lead Host - Front Office

Organization- Park Hyatt Hangzhou Summary Assists the Assistant Manager in efficiently managing the Department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.

Liaises with Housekeeping and other related departments on daily operations.

Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems to Assistant Manager if no immediate solution can be found.

Establishes a rapport with guests, maintaining good customer relationship.

Ensures that the cashiering and credit procedures are strictly adhered to.

Organises and liaises with Housekeeping Department to ensure that the established cleaning schedules are strictly adhered to.

Ensures that all guests’ messages, mail, fax and parcels are handled and distributed properly.

To ensure that all guests check in/ out are being handled according to the Departmental Operations Manual requirements.

Ensures that all guest information and documents are being handled in a proper manner to protect the confidentiality of guest information.

To ensure that guest’s room number is not given to unauthorised person as to ensure maximum security for the in-house guests.

To ensure every associates on the shift finish all tasks, check RC, room billing and PSB system for all associates.