Guest Service Coordinator

hace 2 semanas

Cabo San Lucas BCS, México Hyatt Vacation Ownership A tiempo completo
POSITION SUMMARY

Provide 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 SPECIFICATIONS

Education: 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.

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