Job Description

Summary



Administration


• To courteously handle all in-coming telephone calls or inquiries.
• To ensure that the place of work is kept clean and organized at all times.
• To set up an efficient network of communication within the department and with other departments.
• To ensure that an efficient and accurate filing system, both manually as well as electronically is maintained at all times.
• To do a 6 monthly clean-up of filing-to discard old files if necessary.
• To maintain complete and supported records of all Sales Agreements, Contracts and Quotations for the hotel.
• To establish an efficient trace File to ensure that all business booked is properly tracked.
• To assist in consolidating and preparing Sales report.
• To ensure that Net Delphi Enterprise is used according to the standards set by New Market Software.
• To be proficient in RESERVE and OPERA and all computer software used in the Executive Office.
• To ensure that all outgoing correspondences are typed on hotel stationery with copy to relevant files.
• To organize and prioritize all incoming and outgoing mail, prioritized by urgency, following the Hotel's Policies & Procedures. Manage standard correspondence as assigned by the General Manager.
• To coordinate appointments and interviews.
• To co-ordinate the input of all standard letters into the computer and the maintenance of the computerized file.
• To type and co-ordinate the printing of all printed materials used for guest room.
• To prepare the relevant materials for all meetings attended by the Hotel Manager
• To assist the General Manager with the preparation and submission of all Reports as required.
• To handle all business Travel Arrangements, airline tickets, visas, and hotel reservations as required for approved Travel by employees of the Executive Office and Hotel, following the established Policies & Procedures.
• To submit Purchase Requests through Scala for the Executive Office for execution.
• To fully understand and adhere to the Confidentiality Requirement for the position.
• To attend and minute the monthly Financial Review and other meetings as required.
• To handle guest and employee enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.
• To ensure HAC audit compliance as relates to Executive Office.
• To be responsible for guest board rooms (ensure set up standards are met at all times, coordinate board room booking system, organize meeting itineraries for guests and coordinate with Food & Beverage for arrangements.)



Customer Service


• To entertain and conduct hotel inspections to clients whenever required.
• To establish and maintain strong relationship with the established clientele.
• To liaise and work closely with the related operation departments ensuring guest's requests and expectations are being met.
• To handle guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems. If no immediate solution can be found, to ensure that the necessary follow-up is conducted in a timely manner.
• To maintain positive guest and colleague interactions with good working relationships.



Operational


• To assist to conduct extensive competitor research and maintain excellent Product Knowledge of the Hotel.
• To be aware of community, business, political and social factors that may affect the hotel's financial performance.
• To ensure that the relevant information of all allocated Accounts is being updated regularly in the record or electronic database system.
• In the absence of the Director of Sales & Marketing/ Sales Manager/ Sales Executive, to respond to all telephone calls or inquiries, to ensure information/ messages are accurately received and relayed to the managers concern in a timely manner.
• To follow up sales leads whenever required or assigned by the Sales Managers/ Executives.
• To prepare, compile and distribute the weekly/ monthly reports in a timely manner.
• To ensure the activities/events log book is being accurately maintained.
• To assist in the compilation of Market Surveys and Competitor Researches report.
• To assist in the distributions of relevant hotel information to clients when required.
• To assist/participate in Sales Blitz whenever is required.
• To maintain good relationship with the established clientele and provide all necessary assistance when required.
• To liaise and work closely with the related operation departments ensuring guests needs and expectation are being met.
• To prepare and ensure all Events Orders are distributed to concerned department on a timely manner.
• To assist the Sales Manager/ Executives to follow up on all matters in the absence of the Sales Manager/ Executives.
• To ensure services provided are always carried out according to defined standards with the utmost efficiency, consistency and courtesy as detailed in the Department Operation Manual.
• To maintain a detailed knowledge of hotel facilities, features and services.



Operational


• To support the implementation of The People Brand, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.
• To support the action plans as a result of the Employee Engage Survey.




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