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:
 Administration
o Maintains the Daily Log Book.
o Reports “Lost and Found” items.
 Customer Service
o Delivers the brand promise and provides exceptional guest service at all times.
o Provides excellent service to internal customers as appropriate.
o Be familiar with the hotel’s products, services, and policies.
o Handles all guest and internal customer complaints and inquiries in a courteous and
efficient manner, following through to make sure problems are resolved adequately.
o Maintains positive guest and colleague interactions with good working relationships.
o Personally and frequently verifies that guests are receiving the best possible service
during check-in and checkout.
o Ensures that guest history records are accurately maintained and all repeat guests are
pre-registered.
 Operational
o Meets and greets all guests and assists with registrations.
o Ensures strict control of room keys.
o Ensures that all company minimum brand standards have been implemented, and that
optional brand standards have been implemented where appropriate.
o Responds to the results of the Consumer Audit and ensures that the relevant changes
are implemented.
o Prepares welcome cards and keys for arriving guests.
o Ensures accurate knowledge of hotels and tourism in the city/country
o Reports “Lost and Found” items.
o Works closely with other Front Office personnel in a supportive and flexible manner,
focusing on the overall success of the hotel and the satisfaction of hotel guests.
o Supports and embraces the spirit of “We work through Teams”.
o Verifies arrival and departure details and arranges luggage handling and transportation
and other services requested by guests.
 Other Duties
o Attends and contributes to all training sessions and meetings as required.
o Exercises responsible behavior at all times and positively represents the hotel team
and Hyatt International.
o Reads the hotel's Associate Handbook and has an understanding of, and adheres
to, the hotel's rules and regulations and in particular, the policies and procedures
relating to computer resources, fire, hygiene, health, and safety.
o Ensures high standards of personal presentation and grooming.
o Responds to changes in the Front Office function as dictated by the industry,
company, and hotel.
o Carries out any other reasonable duties and responsibilities as assigned.
 Financial
o Ensures that all hotel, company, and local rules, policies, and regulations relating to
financial record keeping, money handling, and licensing are adhered to, including
the timely and accurate reporting of financial information

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:
 Administration
o Maintains the Daily Log Book.
o Reports “Lost and Found” items.
 Customer Service
o Delivers the brand promise and provides exceptional guest service at all times.
o Provides excellent service to internal customers as appropriate.
o Be familiar with the hotel’s products, services, and policies.
o Handles all guest and internal customer complaints and inquiries in a courteous and
efficient manner, following through to make sure problems are resolved adequately.
o Maintains positive guest and colleague interactions with good working relationships.
o Personally and frequently verifies that guests are receiving the best possible service
during check-in and checkout.
o Ensures that guest history records are accurately maintained and all repeat guests are
pre-registered.
 Operational
o Meets and greets all guests and assists with registrations.
o Ensures strict control of room keys.
o Ensures that all company minimum brand standards have been implemented, and that
optional brand standards have been implemented where appropriate.
o Responds to the results of the Consumer Audit and ensures that the relevant changes
are implemented.
o Prepares welcome cards and keys for arriving guests.
o Ensures accurate knowledge of hotels and tourism in the city/country
o Reports “Lost and Found” items.
o Works closely with other Front Office personnel in a supportive and flexible manner,
focusing on the overall success of the hotel and the satisfaction of hotel guests.
o Supports and embraces the spirit of “We work through Teams”.
o Verifies arrival and departure details and arranges luggage handling and transportation
and other services requested by guests.
 Other Duties
o Attends and contributes to all training sessions and meetings as required.
o Exercises responsible behavior at all times and positively represents the hotel team
and Hyatt International.
o Reads the hotel's Associate Handbook and has an understanding of, and adheres
to, the hotel's rules and regulations and in particular, the policies and procedures
relating to computer resources, fire, hygiene, health, and safety.
o Ensures high standards of personal presentation and grooming.
o Responds to changes in the Front Office function as dictated by the industry,
company, and hotel.
o Carries out any other reasonable duties and responsibilities as assigned.
 Financial
o Ensures that all hotel, company, and local rules, policies, and regulations relating to
financial record keeping, money handling, and licensing are adhered to, including
the timely and accurate reporting of financial information