Hyatt Team Leader - Reservations in MUMBAI, India



§ To assist the Assistant Front Office Manager/ Front Office Manager in the preparation and update of the Reservations Departmental Operations Manual.

Customer Service

§ To ensure that all Reservations employees deliver the brand promise and provide exceptional guest service at all times.

§ To ensure that Reservations employees 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.


§ To assist to maximise rooms sales and revenue.

§ To ensure that the Reservations 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 ensure that all relevant hotel, company and local rules, policies and regulations are adhered to, including credit and payment policies.


§ To actively participate in weekly yield and revenue management meetings, preparing the information and reports as necessary to ensure a productive meeting.


§ To assist the reservations team in taking and processing of all rooms reservations according to hotel and company guidelines.

§ To assist in administering 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 maximise rooms sales, yield and average room rate through upselling 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 ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

§ To assist in making sure that all Touches of Hyatt and the Rooms Top 20 are implemented into the Reservations Department.

§ To ensure that the relevant changes to the results of the Consumer Audit 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 employees 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 room lists.

§ To ensure that all guest details are entered correctly in accordance with the principles of clean data.


§ Assists to ensure the punctuality and appearance of all Reservations employees, 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.

§ Assist to conduct annual Performance Development Discussions with Reservations employees, to support them in their professional development goals.

§ Assist in planning and implementing effective training programmes for all Reservations employees in coordination with the Training Manager and Departmental Trainers, using the Reservations Sales Training module and other HI training materials.

§ To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.

§ Assist to develop the skills and effectiveness of all Reservations employees through the appropriate training, coaching, and/or mentoring.

§ Assist to prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.

§ To encourage employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

§ To support the implementation of The People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

§ To ensure that employees have a complete understanding of and adhere to employee rules and regulations.

§ To ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

§ To feedback the results of the Employee Engagement Survey and ensure that the relevant changes are implemented.

Other Duties

§ To respond to changes in the Rooms function as dictated by the industry, company and hotel.

§ To read the hotel's Employee 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.

* Hotel Management Degree / Diploma * Relative Work Experience

Primary Location: IN-MH-Mumbai
Organization: Hyatt Regency Mumbai
Job Level: Full-time
Job: Front Office
Req ID: MUM000545

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.