GROUP ASSIGNMENT COVER SHEET

STUDENT DETAILS

Student name: Võ Quang Huy Student ID number: 21000935

Student name: Phạm Hoàng Lan Student ID number: 21001453
Student name: Huỳnh Nguyễn Thuỷ Ly Student ID number: wsu21000165
Student name: Phan Phúc Nguyên Student ID number: 21000340
Student name: Mã Khánh Vy Student ID number: 21001250
UNIT AND TUTORIAL DETAILS

Unit name: Human Resource Management Unit number: 1

Tutorial/Lecture: Class day and time: Monday 12-15:15PM
Lecturer or Tutor name: Trương Nữ Tô Giang
ASSIGNMENT DETAILS

Title: Job Description and Job Specification for Hotel Receptionist at Park Hyatt Hotel
Length: 535 words Due date: 16/10/2022 Date submitted: 16/10/2022

DECLARATION
√ I hold a copy of this assignment if the original is lost or damaged.
I hereby certify that no part of this assignment or product has been copied from any other student’s work or
√
from any other source except where due acknowledgement is made in the assignment.
I hereby certify that no part of this assignment or product has been submitted by me in another
√ (previous or current) assessment, except where appropriately referenced, and with prior permission
from the Lecturer / Tutor / Unit Coordinator for this unit.
No part of the assignment/product has been written/ produced for me by any other person except
√
where collaboration has been authorised by the Lecturer / Tutor /Unit Coordinator concerned.
I am aware that this work may be reproduced and submitted to plagiarism detection software programs for
√ the purpose of detecting possible plagiarism (which may retain a copy on its database for future
plagiarism checking).

Student’s signature: Huy

Student’s signature: Lan
Student’s signature: Ly
Student’s signature: Nguyên
Student’s signature: Vy
Note: An examiner or lecturer / tutor has the right to not mark this assignment if the above declaration has not
been signed.
 JOB DESCRIPTION
1. Identification:
● Position Title: Hotel Receptionist
● Department: Front Office Department
● Typically reports directly to the Front Office Manager
2. Overview:
Receptionists are the crucial roles who are responsible for creating and maintaining the first and last impression to
current and potential clients. They also perform service and create a warm and caring environment in order to surpass
our clients' expectations.
3. Tasks & Responsibilities:

Provide customers “Here For You” experience

● Provide all visitors a welcoming, accurate, and efficient check-in/check-out experience while adhering to the
business's regulations and procedures.
● Be able to answer the hotel phones all the time and answer them politely. Determine the caller's need through
listening, then address it.
● Give potential guests who are enquiring about hotel reservations a warm and friendly interaction. By
concentrating on the guest's need, requesting the sale, entering and confirming the reservation details, providing
the cancellation policy, and offering to enroll the guest in the Returns program.
● Provide customers direction and suggestions for nearby restaurants, shops, tourist sites, etc.
● Ensure that visitors are also aware of the hotel services offered.
● Make sure that lost and found goods are handled with care, reported, and kept in accordance with corporate
guidelines.

Manage rooms & services booking

● Utilize the arrivals grid and arrange for group arrivals to prepare for check-ins before the guest shows up.
● Verify and collect payments from guests and their identification while making sure that all security measures,
such as identity and credit card information, are followed. Process all financial transactions while adhering
strictly to the regulations.
● Issue room keys and guide guests to their rooms dedicatedly.
● Ensure conference rooms are always ready when needed if not booked.

Cooperate with other departments to provide guests with the greatest experience

● Use company-issued tools (two-way radio, hotel phone, etc.) to get in touch with coworkers and coordinate as
needed. Keep the needs of the guests in mind as you interact politely and professionally with team members.
● Inform housekeeping when guests decide to check-out and optimize the process to save time.
● Be adaptable and prepared to assist in other hotel departments as needed.
● Recognize and address any requests or concerns made by the guest in a way that makes them feel satisfied and
positive about returning to the Park Hyatt. When required, escalate problems to a manager or supervisor in a
timely and suitable way. All guest complaints should be brought up to the hotel manager to ensure timely
resolution.
 JOB SPECIFICATION
1. Identification:
● Position Title: Hotel Receptionist.
● Department: Front Office Department.
● Typically reports directly to the Front Office Manager.
2. Overview:
Receptionists are the crucial roles who are responsible for creating and maintaining the first and last
impression to current and potential clients. They also perform service and create a warm and caring environment
in order to surpass our clients' expectations.
3. Abilities:
● Above 18 years old.
● Good physique.
● Polite and decent appearance.
● Clear voice and speech.
4. Skills:
● Great English skills.
● Excelent verbal and written communication skills.
● Good telephone manners.
● Good at operating, administrating, interpersonal.
● Adapt new booking systems.
5. Characteristics:
● Friendly, outgoing.
● Empathy.
● Reliable, thoughtful.
6. Background Knowledge:
● Graduated college in Hospitality Management or Tourism Management.
● 1-year experience as a receptionist in a good standard hotel.