Our Purpose: We care for people so they can be their best.
Care comes from a place of empathy and authentic human connection. We care by truly seeing people and getting to know them as unique individuals so we can design and deliver personal experiences. We want to make a difference in the lives of all those we touch: colleagues, guests, owners, operators, community members, and shareholders. Being your best is about being your authentic self in each moment – engaged, fulfilled, and ready to take on the world.
Through our values, we put our dedication to caring into action:
Respect:
· Be inclusive
· Value diverse points of view
· Care for people and your environment
Integrity:
· Tell and accept the truth
· Honor your commitments
· Take ownership and act with pride
Empathy:
· Truly listen
· Respond with compassion
· Walk in the shoes of others
Inclusion:
· Seek to understand
· Encourage diverse viewpoints
· Support each other to thrive
Experimentation:
· Be curious and continuously learn
· Experiment generate new ideas
· Make things happen
Wellbeing:
· Prioritize self-care
· Use fun as fuel
· Build connections within your community
At Hyatt Regency:
Brand Target:
Focused guests seeking a seamless, intuitive experience for specific occasions (Ambitious Loyalist)
Brand Promise:
To make travel free from stress and filled with success
Brand Principles:
· Designed for productivity peace of mind
· Tools to stay connected and energized
· Stress-free environments for seamless gatherings
· Responsible empathetic service that anticipates needs
Main Duties and Responsibilities:
Main Duties:
Administration
· To oversee and assist in the preparation and update of the Reservations Departmental Operations Manual.
· To attend regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
· To ensure that an organized and efficient filing system is implemented for the department.
· To ensure that the use of new technology and equipment is explored and implemented wherever appropriate.
Customer Service
· To ensure that all Reservations associates deliver the brand promise and provide exceptional guest service at all times.
· To ensure that Reservations associates also provide excellent service to internal customers as appropriate.
· To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
Financial
· To maximize rooms sales and revenue.
· To maximize associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
· To ensure that the Reservations Department operates with the lowest possible cost structure while also delivering on the brand promise to the guest proactively managing costs based on key performance indicators.
· To assist in the preparation of the Annual Business Plan.
· To assist in monthly reforecasting, as appropriate.
· To ensure that all relevant hotel, company and local rules, policies and regulations are adhered to, including credit and payment policies.
Marketing
· To actively participate in weekly yield and revenue management meetings, preparing the information and reports as necessary to ensure a productive meeting.
· To assist in the preparation, utilization and update of an annual Marketing Plan, broken down as necessary by department.
Operational
· To oversee the taking and processing of all rooms reservations according to hotel and company guidelines.
· To administer the loading of all new rates into the relevant reservation systems, including testing and deployment.
· To work with other Rooms Departments, checking room and room-type availability, to maximize room’s sales, yield and average room rate through up selling and other inventory and rate management initiatives.
· To oversee and assist with the processing of individual and group reservations, rooming lists, waitlists and other reservations.
· To ensure the proper handling of all overbooking situations and waitlisted business, working closely with the relevant departments.
· To prepare accurate advance booking counts and forecasts.
· To build strong relationships with all sources of bookings and work closely with the Marketing Department in maintaining and developing these relationships.
· To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
· To respond to the results of the Consumer Audit and ensure that the relevant changes are implemented.
· To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
· To make sure that Reservations Associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
· To oversee and assist with the processing of individual and group reservations, rooming lists, waitlists and other reservations.
· To monitor and follow up on group blocks and groups with no rooming lists.
· To ensure that all guest details are entered correctly in accordance with the principles of clean data.
· To run reports as required by Hotel and company standards; assist the Revenue Management or other direct report, to maintain, make change in the Reservation/Property Management/Revenue Management system at property level as required
· To apply the required operation procedures of PMS and E-Distribution channels; understand rate structure and be able to implement rate, inventory management changes as directed by the Revenue Manager, or direct report, in order to be able to implement rate and inventory changes
Personnel
· To assist in the recruitment and selection of all Reservations associates. To follow hotel guidelines when recruiting and use a competency-based approach to selecting associates.
· To oversee the punctuality and appearance of all Reservations associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
· To conduct annual Performance Development Discussions with Reservations associates, to support them in their professional development goals.
· To plan and implement effective training programmes for all Reservations associates in coordination with the Training Manager and Departmental Trainers, using the Reservations Sales Training module and other Hyatt International training materials.
· To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
· To develop the skills and effectiveness of all Reservations associates through the appropriate training, coaching, and/ or mentoring.
· To prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.
· To encourage associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
· To ensure that associates have a complete understanding of and adhere to associates rules and regulations.
· To ensure that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
· To feedback the results of the Associates “Gallup” Survey and ensure that the relevant changes are taken into account as appropriate.
Other Duties
· To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organizations.
· To respond to changes in the Reservations function as dictated by the industry, company and hotel.
· To read the hotel's Associates Handbook 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.
· To attend training sessions and meetings as and when required.
· To carry out any other reasonable duties and responsibilities as assigned.
Core Skills
· Produces Quality Work
The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt’s standards and processes
· Achieves Results
The ability to identify priorities, solve problems, produce desired results and be accountable for commitments
· Promotes Teamwork and Collaboration
The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.
· Communicates Effectively
The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.
· Shows Initiative and Resourcefulness
The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically
· Focuses on Customers
The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction
Our Purpose: We care for people so they can be their best.
Care comes from a place of empathy and authentic human connection. We care by truly seeing people and getting to know them as unique individuals so we can design and deliver personal experiences. We want to make a difference in the lives of all those we touch: colleagues, guests, owners, operators, community members, and shareholders. Being your best is about being your authentic self in each moment – engaged, fulfilled, and ready to take on the world.
Through our values, we put our dedication to caring into action:
Respect:
· Be inclusive
· Value diverse points of view
· Care for people and your environment
Integrity:
· Tell and accept the truth
· Honor your commitments
· Take ownership and act with pride
Empathy:
· Truly listen
· Respond with compassion
· Walk in the shoes of others
Inclusion:
· Seek to understand
· Encourage diverse viewpoints
· Support each other to thrive
Experimentation:
· Be curious and continuously learn
· Experiment generate new ideas
· Make things happen
Wellbeing:
· Prioritize self-care
· Use fun as fuel
· Build connections within your community
At Hyatt Regency:
Brand Target:
Focused guests seeking a seamless, intuitive experience for specific occasions (Ambitious Loyalist)
Brand Promise:
To make travel free from stress and filled with success
Brand Principles:
· Designed for productivity peace of mind
· Tools to stay connected and energized
· Stress-free environments for seamless gatherings
· Responsible empathetic service that anticipates needs
Main Duties and Responsibilities:
Main Duties:
Administration
· To oversee and assist in the preparation and update of the Reservations Departmental Operations Manual.
· To attend regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
· To ensure that an organized and efficient filing system is implemented for the department.
· To ensure that the use of new technology and equipment is explored and implemented wherever appropriate.
Customer Service
· To ensure that all Reservations associates deliver the brand promise and provide exceptional guest service at all times.
· To ensure that Reservations associates also provide excellent service to internal customers as appropriate.
· To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
Financial
· To maximize rooms sales and revenue.
· To maximize associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
· To ensure that the Reservations Department operates with the lowest possible cost structure while also delivering on the brand promise to the guest proactively managing costs based on key performance indicators.
· To assist in the preparation of the Annual Business Plan.
· To assist in monthly reforecasting, as appropriate.
· To ensure that all relevant hotel, company and local rules, policies and regulations are adhered to, including credit and payment policies.
Marketing
· To actively participate in weekly yield and revenue management meetings, preparing the information and reports as necessary to ensure a productive meeting.
· To assist in the preparation, utilization and update of an annual Marketing Plan, broken down as necessary by department.
Operational
· To oversee the taking and processing of all rooms reservations according to hotel and company guidelines.
· To administer the loading of all new rates into the relevant reservation systems, including testing and deployment.
· To work with other Rooms Departments, checking room and room-type availability, to maximize room’s sales, yield and average room rate through up selling and other inventory and rate management initiatives.
· To oversee and assist with the processing of individual and group reservations, rooming lists, waitlists and other reservations.
· To ensure the proper handling of all overbooking situations and waitlisted business, working closely with the relevant departments.
· To prepare accurate advance booking counts and forecasts.
· To build strong relationships with all sources of bookings and work closely with the Marketing Department in maintaining and developing these relationships.
· To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
· To respond to the results of the Consumer Audit and ensure that the relevant changes are implemented.
· To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
· To make sure that Reservations Associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
· To oversee and assist with the processing of individual and group reservations, rooming lists, waitlists and other reservations.
· To monitor and follow up on group blocks and groups with no rooming lists.
· To ensure that all guest details are entered correctly in accordance with the principles of clean data.
· To run reports as required by Hotel and company standards; assist the Revenue Management or other direct report, to maintain, make change in the Reservation/Property Management/Revenue Management system at property level as required
· To apply the required operation procedures of PMS and E-Distribution channels; understand rate structure and be able to implement rate, inventory management changes as directed by the Revenue Manager, or direct report, in order to be able to implement rate and inventory changes
Personnel
· To assist in the recruitment and selection of all Reservations associates. To follow hotel guidelines when recruiting and use a competency-based approach to selecting associates.
· To oversee the punctuality and appearance of all Reservations associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
· To conduct annual Performance Development Discussions with Reservations associates, to support them in their professional development goals.
· To plan and implement effective training programmes for all Reservations associates in coordination with the Training Manager and Departmental Trainers, using the Reservations Sales Training module and other Hyatt International training materials.
· To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
· To develop the skills and effectiveness of all Reservations associates through the appropriate training, coaching, and/ or mentoring.
· To prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.
· To encourage associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
· To ensure that associates have a complete understanding of and adhere to associates rules and regulations.
· To ensure that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
· To feedback the results of the Associates “Gallup” Survey and ensure that the relevant changes are taken into account as appropriate.
Other Duties
· To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organizations.
· To respond to changes in the Reservations function as dictated by the industry, company and hotel.
· To read the hotel's Associates Handbook 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.
· To attend training sessions and meetings as and when required.
· To carry out any other reasonable duties and responsibilities as assigned.
Core Skills
· Produces Quality Work
The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt’s standards and processes
· Achieves Results
The ability to identify priorities, solve problems, produce desired results and be accountable for commitments
· Promotes Teamwork and Collaboration
The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.
· Communicates Effectively
The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.
· Shows Initiative and Resourcefulness
The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically
· Focuses on Customers
The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction