GUEST SERVICE OFFICER - GUEST SERVICE CENTER

Contributes to the smooth and efficient running of GSC within the Rooms Division.

Contributes and maintains businesslike working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets.
Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times.
Coordinates with Concierge and Front Desk with pending messages, faxes, etc.
Reads the hotel&039;s Employee Handbook and have an understanding of and adhere to the hotel&039;s rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
Provides general information to guests when necessary.
Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.
Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the event of a major incident or problem at the hotel and maintains professional discretion.
Confidently operates switchboard consoles, paging system, and associated computer equipment in accordance with departmental procedures.
Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.
Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
Connects local and international calls quickly, courteously and accurately.
Be fully conversant in all hotel products and services in order to handle guest enquiries efficiently and courteously.
Maintains positive guest and colleague interactions with good working relationships.
Projects the image of courteous, friendly service at all times.
Carries out any other reasonable duties and responsibilities as assigned.
Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel and Activities in and around the island.
Takes accurate messages, morning call requests, reservations and orders for/from guests.
Responsible for facilitating efficient communications for both guests and staff both within the hotel and for external communications.
Responds to changes in the Communications function as dictated by the industry, company and hotel.
Handles wake- up calls as requested with accuracy, whether they be automatic programmed or personal wake- up calls.
Ensures high standards of personal presentation and grooming.
Answers and connects all incoming calls from both in and out of house.
Accepts and relays messages for guests and hotel personnel.
Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organisations.
Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.
Operational
Attends and contributes to all training sessions and meetings as required.

Strong guest service orientation with a courteous and professional manner.
Diploma or degree in Hospitality, Tourism, Business, or related field preferred.
Additional training in Front Office Operations or Customer Service is an advantage.
Previous experience in Front Office, Guest Relations, or Reservations in a luxury hotel/resort is desirable.
Flexible to work shifts, weekends, and public holidays.
Ability to handle guest requests, complaints, and enquiries efficiently.
Basic computer literacy and MS Office knowledge
Good organizational and multitasking skills in a fast- paced environment.
Excellent communication skills in English (spoken and written); knowledge of other languages is a plus.
Familiarity with Property Management Systems (Opera...) is an advantage.

Service charges
12 complimentary nights at Hyatt Hotels worldwide
A Diverse & Inclusive workplace culture where you truly belong
Opportunities for career growth
Exclusive discounts on F&B and Friend & Family rates
Duty meal and provided Uniforms

Cập nhật gần nhất lúc: 2025-11-05 01:15:03