Lead Host - Engineering, Hyatt Place Kuala Lumpur Bukit Jalil
Summary
Oversees daily hotel operations, guest services, and maintenance teams at Hyatt Place Kuala Lumpur, ensuring high standards in service, safety, and team performance.
Main Duties
Customer Service
§ Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily.
§ Assists with Host duties as requested and required due to operational needs.
§ Maintains positive guest and colleague interactions with good working relationships.
Operational
§ Through hands-on management, supervises closely all Hosts – Maintenance in the performance of their duties in accordance with Hotel Policies & Procedures and applicable laws.
§ Works in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
§ Carries out and completes all maintenance works/requests according to the established schedule and ensures high quality of finishing work. Pays particular attention to guest related jobs.
§ Ensures the Hosts are at areas of their assignment at all times.
§ Patrols public areas to detect fires, unsafe conditions, and missing or inoperative safety equipment and maintenance issues.
§ Coordinates with Housekeeping to conduct quarterly preventative maintenance work for all guest rooms.
§ Monitors and controls the maintenance and energy expenses in all hotel areas daily and follow up with relative Lead Hosts or Hotel Managers.
§ Ensures the smooth running of all operational procedures within the department and in-relation to other departments.
§ Conducts enquiries and checks on all security and fire related incidents and submit initial reports.
§ Conducts daily briefing during each shift on the hotel’s activities/functions of the day to the Hosts and other hotel personnel.
Personnel
§ Assists to oversee the punctuality and appearance of all Hosts, 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.
§ Monitors and motivates the performance of the Hosts.
§ Supports the implementation of The Hyatt Strategy, demonstrating and reinforcing Hyatt’s Purpose – We care for people so they can be their best.
§ Ensures that associates have a complete understanding of and adhere to associate rules and regulations.