POSITION SUMMARYProvide professional telephone assistance, manage service requests through work orders, coordinate operational staff using internal systems, and ensure timely follow-up on guest complaints and needs, guaranteeing a quality and satisfying experience.
ESSENTIAL FUNCTIONS- Answer calls courteously, clearly, and with a warm tone.
- Follow up on guest requests.
- Manage work orders.
- Record requests in PMS / Asgard.
- Assign work orders.
- Coordinate with departments such as Housekeeping, Engineering, Security, and Front Desk.
- Be accessible and cooperative with colleagues from other departments to maintain positive relationships.
- Follow up on orders that cannot be completed the same day and coordinate with the area leader responsible.
- Assign and coordinate staff.
- Ensure staff is “on/off shift” in PMS / Asgard.
- Contact staff if an order is not visible on the mobile device within the established time.
- Make follow-up calls within 10 minutes after completing an order.
- Handle special cases such as Lost and Found, amenity deliveries, inspections in PMS / Asgard for check-ins and check-outs.
- Receive, document, and promptly follow up on guest complaints.
- Coordinate with involved departments to resolve situations effectively.
- Prioritize guest satisfaction and ensure clear and respectful communication.
- Generate reports to inform leaders about recurring complaints or critical situations.
POSITION SPECIFICATIONSEducation: Bachelor’s degree or higher.
Technical Competencies: Initiative, highly organized, people oriented.
Experience: 2 years in a similar position.
Additional Languages: Advanced English.
Other: Ability to work under pressure, excellent service attitude, good presentation, availability for rotating shifts, proactive, reliable, honest, dynamic, multitasking.
Managerial Responsibilities:
Supervise/coordinate the work of different departments such as Housekeeping, Front Desk, Bell Boys, Food and Beverage (amenities and packages).
Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
