Guest Service Host (Operator)

1-3 years
a month ago
Job Description

Park Hyatt Bangkok is a full service hotel belonging to a luxury portfolio of 40 Park Hyatt hotels worldwide and operates under Hyatt Corporation. The hotel promises to offer a refined and uniquely Thai experience, reflecting the country's rich culture and legendary gracious hospitality. A devoted team of hosts dedicate themselves to providing Park Hyatt's world-class discreet and sincere service. Iconic architecture, sophisticated interiors, spacious guest rooms, and exceptional drinking and dining venues all provide a level of service and hospitality that is unparalleled in the market.

Being part of Hyatt means always having space to be you.

We are passionate about diversity, equity and inclusion. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities and identities.

We constantly strive to reflect the world we care for with teams that achieve and grow together.

Place of Work:

Rooms Division

Scope and General Purpose of Job:

To ensure the smooth and efficient running of the Front Office Department within the Rooms Division.

Responsible to:

Front Office Manager

Education and Experience

High school diploma

1 year experience related professional area.

Specification:

Responsible self-starter, capable of handling multi-faceted tasks and of working under pressure.

Excellent communication skills, a proactive problem solver. Attention to detail.

Personable and pleasant to deal with. Discreet, reliable and diplomatic. Honest and approachable.

Positive can do attitude and flexible approach manages with humility. Motivated, passionate and seeks opportunities to be multi-skilled and trained.

Good health physically fit. Good personal grooming & personal presentation.

Able to adapt to changing environment

Responsibilities:

Operational [%]

Responsible for facilitating efficient communications for both guests and staff both within the hotel and for external communications

Confidently operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures

Connects local and international calls quickly, courteously and accurately

Handles wake-up calls as requested with accuracy, whether they be automatic programmed or personal wake-up calls

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

Contributes and maintains business like working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets

Provides quality service to guests, staff, and incoming calls and to provide a wide range of information

Accepts and relays messages for guests and hotel management personnel

Projects the image of courteous, friendly service at all times

Answer and connect all incoming calls from both in and out of house

Provide general information to guests when necessary

Take accurate messages, morning call requests, reservations and orders for/from guests

Report to supervisor and Assistant Front Office Manager any guest complaints while on duty.

Update the white board

Read the log book, and communicate with colleagues and supervisor

Transfer outside calls to either guests, or hotel services/facilities.

Always answer all calls within three rings.

Record all manual charges for all local/long distance calls correctly.

Assists in regular maintenance of guest history record.

Ensure that Telephone Department areas and equipment are always clean and well maintained.

General:

Attends and contributes to all Meetings as required

Provide a courteous and professional service at all times

Willingly attend hotel training sessions as scheduled to improve skills and knowledge

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.

Ensure high standards of personal presentation & grooming

Maintains positive guest and colleague interactions with good working relationships.

Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company

Skills Required:

Excellent telephone and computer skills

Knowledge of PABX systems

Fluent English written and spoken; multi-lingual desirable

Work Experience:

Holds diploma/degree in Hospitality and Tourism Management desirable.

One or two years working experience in the other related field.

JOB TYPE

Industry

Other

Function