Lead Host – Front Office

About the role

The Lead Host – Front Office supports the Assistant Manager in delivering courteous, professional, and efficient service to guests at Park Hyatt Hangzhou. This position acts as a bridge between the front‑office team, housekeeping, and other departments to ensure smooth daily operations.

Key responsibilities

• Assist the Assistant Manager in managing the front‑office department according to the hotel’s concept statement.
• Liaise daily with Housekeeping and related departments to coordinate operations.
• Handle guest enquiries courteously and efficiently; escalate unresolved complaints to the Assistant Manager.
• Maintain strong guest relationships and ensure confidentiality of guest information.
• Enforce cashiering and credit procedures, and oversee proper handling of messages, mail, fax, and parcels.
• Ensure check‑in/check‑out processes follow the Departmental Operations Manual.
• Protect guest security by restricting room‑number disclosure to unauthorized persons.
• Monitor shift associates to complete tasks, verify RC, room billing, and PSB system entries.

Required profile

• Proven experience in front‑office or hospitality service roles.
• Excellent communication and problem‑solving abilities.
• Strong attention to detail and ability to maintain guest confidentiality.
• Leadership skills to supervise and motivate shift associates.
• Ability to work collaboratively with housekeeping and other hotel departments.

Required skills

• Cashiering and credit handling procedures.
• Familiarity with RC, room billing, and PSB systems.

What we offer

• Opportunity to work in a prestigious international hotel brand.
• Dynamic team environment with professional development prospects.
• Competitive compensation and benefits package.