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Hyatt Assistant Manager of Guest Service Center in ZHUHAI, China

* Manages the Communication Centre according to the established concept statement providing courteous, professional, efficient and flexible service at all times. 按照既定的理念顺畅管理信息中心,并随时提供礼貌、专业、快捷、灵活的服务。

  • Ensures guest enquiries are handled in a courteous and efficient manner and reports guest complaints or problems to Front Office Manager for necessary action and assures follow up with guests. 礼貌、有效的方式来处理客人的要求,当遇到不能立即解决的投诉或问题时,要向前厅经理报告。

  • Establishes a rapport with guests maintaining good customer relationship. 与客人建立并保持良好的关系。

  • Responsible for the provision of friendly and efficient service to all callers. 确保信息交流中心,设施及储藏室的干净并妥善保养。

  • Personally and frequently verifies that guests, employees and members of the public utilising the Communication Centre services are receiving service in line with Hyatt International standards. 经常亲自检查,以确保使用沟通中心服务的客人、员工及公共区人员得到符合国际凯悦标准的服务。

  • Ensures all incoming calls are answered promptly, handled in a courteous and friendly manner, and are connected correctly. 负责向所有来电者提供友善、有效的服务。

  • Ensures the efficient and timely delivery of guest faxes, messages and mail. 确保正确处理所有客人的留言、邮件及传真。

  • Reports and co-ordinates all repairs and maintenance, to ensure proper maintenance of the Communication Centre and all equipments. 报告并处理好所有的修理和保养工作,以确保信息中心和设备的正常运营。

  • Reports and rectifies immediately any systems or interface failure. 报告并及时纠正系统错误。

  • Ensures that the departmental functions of room service coordination, restaurant reservations, housekeeping coordination, fitness centre reservations, and POMEC coordination are carried out efficiently. 确保高效协助客房餐饮、餐厅预订、客房部、健身中心预订及工程部的职能。

  • Is “hands on”, and assists line employees in the operations as and when necessary. 在必要时,帮助一线员工处理应急事件。

  • Acts as translator/ interpreter where necessary and applicable. 在有需要和情况允许时,做临时翻译员。

  • Maintains an up-to-date programme of current promotions, policy changes and memorandums in order to provide accurate information being delivered to the callers. 不断对当前的促销,政策改变和记录档案进行更新,以便为来电者提供准确的信息。

  • Ensures operating equipment is maintained in good working order and to report maintenance requirements. 确保操作设备能正常的运行,并在需要时提出维修要求。

  • Ensures all safety measures are taken in accordance to the Hotel safety policies. 确保可以提供与酒店安全准则相一致的所有安全措施。

Primary Location: CN-44-Zhuhai
Organization: Hyatt Regency Hengqin
Job Level: Full-time
Job: Front Office
Req ID: ZHU000145

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.