南油微招聘丨凯悦集团在招岗位汇总

The HR Specialist is performing a blended role(Talent Acquisition and Employee Relations), will be responsible for not only end to end talent acquisition process, but also be deeply involved the whole employment cycle management to create a unique employee experience. The individual must be with excellent communications skills and interpersonal skill, and has ability to demonstrate a strong culture and supporting colleagues at different levels across cross-functional teams.

Be responsible for the recruitment of the Center from junior to middle management positions, from position posting, CV screening, interviews and selection. Coordinate and maintain relationships with external partners: recruitment agencies and schools, etc.

Independently prepare offers, labor contract and other related documentation for responsible positions to ensure a seamless onboarding experience

•Maintain TA related database/reports, implement basic analysis and provide improvement suggestions if necessary

•Take initiative to explore and introduce new recruiting channels to fulfill the hiring need

•Build and enhance talent acquisition capability not limited to employer brand promotion, recruitment channels/policies/processes optimization, external talent pool building, etc

•Be responsible for employee onboard, status change, internal transfer & termination processes

•Maintain in-depth ER knowledge of legal requirements, reducing legal risks and ensuring regulatory compliance. Resolve ER related issues through appropriate approach with necessary and clear documentation

•Administrate the annual Engagement Survey and follow up with respective Team Managers on the action plans to improve associate engagement. Monitor the "pulse" of employees to ensure a high level of employee engagement

•Be the subject matter expert of HR related matters: policies, benefits and answer to associate enquiries. Proactively address employee concerns, assess employee pain points and support to develop workable improvement/solutions

•Work closely with the Wellbeing Committee to support colleague’s physical, emotion and mental wellbeing though wide ranging activities

•Demonstrate a commitment to company core values

•The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

•Bachelor Degree in Business or related field preferred

•3+ years in Human Resources roles

•Familiar with major HR functions: recruiting, employee relations, etc.

•Experience in contact center or hospitality management roles is preferred.

•Solid HR experience with the mastery of the Chinese labor law and local regulations.

• Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint) required

•Good command of English proficiency, both in written and verbal.

•Good communication and human relations skills.

•Strong problem-solving skills preferred. 

•Highly organized with the ability to prioritize in a rapidly business grow environment

•Ability to maintain significant levels of confidentiality

•Team player, proactive with fast learning ability, willing to work under pressure.

This position will be leading admin team to  provide professional admin support to the office, includes managing office  supplies, equipment. This individual must be someone with rich experience of  office administration and loves to create a welcoming and safe working  environment for all the team members and visitors.

•Manage day-to-day administrative operations for the office, e.g. office supplies, facilities management, procurement, security & access control, inventory management, cost saving and daily expense control, etc.

•Establish and implement administration policies and guidelines to ensure smooth business operations

•Maintain the office condition and liaise with property management and facility management vendors. Keep the office tidy, organized and a pleasant place to work in. Oversee all internal and external services supporting the office are functioning effectively. Maintain the appearance and functionality of the Receptionist area, meeting room, occupied and unoccupied offices, pantries and other common areas

•Manage the tracking of access cards, parking permits and their provision to employees and visitors. Manage all the visitors to the site

•Collaborate and execute companywide activities, e.g. birthday party/annual dinner, outings, etc.

•Support the project of office renovation and daily office repair; Assist office layout planning and office move

•Perform efficient administrative and secretarial support to the Site Director

•Provide other administrative support as necessary, including preparation for on-site meetings, organizing catering, travel arrangement, etc.

•Demonstrate a commitment to company core values

•The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary

•Bachelor Degree in Administration Management or related field preferred

•At least 3 years of relevant working experience

•Knowledge of office management systems and procedures

•Proficiency in computer applications including MS Word, Excel and PowerPoint

•Good command of both written and spoken English

•Proficiency in computer applications including MS Word, Excel and PowerPoint

•Able to work independently

•Mature in personality, willing to learn and develop new skill

•Ability to multi-task and prioritize daily workload

•Have strong sense of responsibility

•Strong problem-solving skills preferred

•Good communication skill and interpersonal skills

The HR Ops Support Coordinator will be responsible for supporting the day-to-day operations of key HR functions by taking ownership of a wide range of administrative processes and procedures for the team. This position may also assist the Director of HR on HR programs and projects. The individual must be organized and detail-oriented with outstanding follow-through skills, able to be a team player to work with different parties to deliver results.

•Provide HR Operation daily service to associates and answer questions from them related to standard policies, benefits, etc. and refer more complex questions to appropriate senior level HR Specialist or management

•Responsible for employee file management and HR system maintenance (both global and local HR systems) to ensure the work accuracy and compliance with local law requirements and company Policy

•Responsible for new hire activities, including onboarding, access application, system set up and coordination on new hire orientation journey

•Support recruitment related job task, including position posting, interviews arrangement, database update, onboarding, etc.

•Coordinate employee movement activities, including internal transfer, exit process, etc. Proactively recommend process improvements

•Assist with benefit and payroll administrative work

•Coordinate and organize associate activities to make the company a better place work

•Assist Director of Human Resource on any HR programs and projects

•Demonstrate a commitment to company core values

•The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary 

•Bachelor Degree in Human Resources Management or related field preferred

•1+ years in Human Resources or a similar role

•Experience in contact center or hospitality management roles is preferred 

•Ability to operate effectively in a very fast moving, developing and changing working environment;

•Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint) required. 

•Good command of English proficiency, both in written and verbal.

•Good communication and human relations skills.

•Outstanding attention to details and time management skills.

•Able to follow oral and written instructions 

•Highly organized with the ability to prioritize in a rapidly business grow environment

•Ability to maintain significant levels of confidentiality

The Trainer is responsible and accountable for the execution and facilitation of training classes including but not limited to New Hire Guest Services, Reservation and other related systems, New Hire Refresher and Service Culture. The Trainer provides on-going training to all groups within the Global Contact Centers and fosters a high performance culture through an effective and versatile training style.

1、Deliver learning sessions, including but not limited to New Hire Training, Refreshers, Loyalty, Service Culture, Effective Selling and Communications workshops.

2、Personalize learning content to address different colleagues’ needs and help them succeed in their roles. Identify training needs through partnership with Operations and Quality and using analytic to evaluate performance and training needs.

3、Take initiative to collaborate with key stakeholders to ensure learning materials are always aligned with relevant up-to-date policies, procedures and guidelines.

4、Measure and evaluate learning effectiveness and work with Learning and Operations teams to continuously leverage on different learning tools (eg. Briefings and eLearning materials) as well as improve existing learning resources (eg facilitator’s guide and learner’s guide) for better colleague performance.

5、Familiarize with all GCC systems and business processes to understand the operating environment and incorporate the knowledge in the development of learning materials for colleagues.

6、Review the results of training sessions and work with Operations Leaders to develop briefings and training tools for continuous performance improvements. Review and make recommendations for improvement of learning resources including but not limited to training manual, facilitator’s guide and presentations.

7、Demonstrate a commitment to C core values (included in all job descriptions).

8、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

1、Minimum 1-2 years in a contact center training experience with strong customer service mindset. Experience in hospitality or travel industry preferred.

2、College degree.

3、Microsoft suite of products.

4.  A good collaborator who will thrive in partnerships with various stakeholders in developing winning ways of helping people to learn.

5.  Good presentation and listening skills, ability to connect with audience.

6.  Pursues best practices for change and experimentation.

7. Strong verbal and written communication skills required, demonstrating Hyatt’s desired behaviors of empathy and care

This position will be responsible for - but not limited to -on line HR and finance system, calculate monthly payroll ,in charge of tax and audit project  and license application and renew.

1、Monthly calculate payroll, work with HR to process the payroll in time.

2、Ensure compliance to statutory requirements (e.g., audit, corporate tax, personal tax, statutory filing).

3、Ensure company financial accounts are reconciled appropriately and are in compliance with local statutory reporting and US GAAP

4、Ensure compliance with corporate and local policies

5、Conducts timely and accurate month-end closing. Ensure timely and accurate submission of corporate reporting requirements and management reports.

6、Process for tax allowance application, tax refund , company license renew and other add-on projects assign by supervisor.

7、On line finance systems and payroll system, support budget process.

8、Demonstrate a commitment to  company core values (included in all job descriptions).

9、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

1、At least 5 years’ experience.

2、Have experience with audit and tax application.

3、Bachelor's degree.

4、Intermediate Accountant Certificate.

5、Accounting Qualification Certificate.

6、Proficient in Microsoft Suite of products with excellence in Excel.

7、Good communication skills, written and spoken. Proficiency in English is required.

8、A team player with good service mindset.

9、Act with professionalism and integrity, able to maintain high degree of confidentiality.

10、Good time management and take ownership.

11、Good analytical skills with an eye for detail.

This position is responsible for the execution of IT & Telephony functions at Guangzhou GCC. Responsibilities include support and maintenance of all IT & Telephony operations to meet business requirements and support operational effectiveness of the GCC Operations, including on-site and @Home colleagues. The Specialist will serve as a key business partner to all teams within the GCC.

1、Support the deployment, security monitoring, maintenance, configuration, upgrade of all IT & Telephony system architecture, including network circuits, servers, laptops and PCs, operating systems, telephones, software applications, and peripherals.

2、Monitor systems performance and troubleshooting issues. Perform routine scheduled audits of systems, including backups.

3、Provision of end-user services, including help desk and technical support services. Set up accounts and workstations.

4、Manage the @Home infrastructure to ensure optimal operation. This includes education of the @Home workforce on basic systems essentials and development of systems guidelines.

5、Administer all IT/Telephony policies and procedures of local site with alignment to ASPAC guidelines, including those for PCI & security, disaster recovery, standards, purchasing, and service provision.

6、Demonstrate a commitment to company core values (included in all job descriptions).

7、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

1、Minimum 2 year in Systems administration and support environment.

2、Call Center IT operation experience preferred.

3、University degree in IT or Computer Science.

4、Network certificate, like CCIE or CCDE.

5、Information Security certificate, like CISM or CISSP.

6、Microsoft Certified Systems Administrator.

7、Knowledge of Citrix, VMware, contact center switches.

The CARE Specialist will process, investigate and resolve customer service escalations generated either directly from guests or World of company members or through hotels, corporate colleagues or other Global Contact Centers. Through sincere care, listening and empathy, our CARE Specialist will undertake service recovery efforts and strive to restore confidence and reinforce loyalty to company.

The CARE Specialist is well versed with company’s reservations and World of company  procedures, will also provide World of company support to our hotels, answering their inquiries and supporting them to care for World of company members. In addition, they will also act as a resource for our internal Guest Services Associates, supporting and assisting them on their inquiries. This role will also handle overflow for other areas of Guest Services based on business need.

1、Through voice, email and chat channels, internal and external, manage the handling and investigation of escalated incidents from hotels, guests, members, customers and internal company colleagues.

2、Display professionalism and tact when communicating.  Sustain an image which reflects an empathetic, helpful and caring demeanor such that each interaction ends with a positive impression about company.  Generous listening, to identify concerns and needs in order to establish great service recovery experience that will result deepened loyalty to company. Be helpful and always go the extra step for the guest/customer.

3、Maintain good rapport and communication with other global CARE teams to work in unison, sharing of best practices and cross regional support.

4、An innate ability to know when you must uphold T&Cs and when you should exercise empowerment

5、Interact with GCC leadership team, Hotel team members including General Managers or ExCom members in seeking resolution to customer issues.

6、Maintain an active status at all times to be readily available for assisting incoming calls/emails/chats to attain efficiency standards.  To manage well in multi skilling between calls and emails/chats, optimize individual productivity to support and concurrently meet our center key performance metrics.

7、Attend briefings, hotel presentations in order to have up-to-date information on all company policies, procedures, properties, promotions and special programs. Take initiative on self learning and self improvement. Adhere to company policy as it relates to work behavior and work performance standard requirement.

8、Demonstrate a commitment to company core values (included in all job descriptions).

9、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

1、Min 6 months experience in Guest Services & Loyalty role.

2、Strong knowledge of World of company program and related systems such as Reserve, Tally, Star etc)

3、Diploma or above.

4、Good typing speed with high degree of accuracy.

5、Good written and oral communication skills, specific to customer facing interactions. Writes and speaks clearly and concisely, presents information clearly and with confidence.

6、Good command of English proficiency both in written and oral. Preferably bi-lingual.

7、A self-motivated, proactive individual and good team player.

8、Good time management with ability to navigate multiple systems simultaneously.

9、Natural disposition to be helpful and willingness to go the extra step for both internal and external customers.

10、Ability to develop creative solutions and innovative ideas that can positively impact overall interaction with the guest/customer.

11、Attention to details and accuracy.

The role of a Guest Services Associate is to generate sales both over the phone and/or via written communication (emails/chat/faxes) for Hyatt properties worldwide in a professional manner by offering relevant recommendations on hotel reservations to enhance guests’ stay experiences. The Associate will utilize acceptable interaction framework and standards to connect with the guests/customers in order to create a memorable, personalized and differentiated experience with Hyatt. 

The Guest Services Associate will also help to create brand awareness and promote World of Hyatt Loyalty Program by handling queries of the program or assist with its members’ account queries.

•Use a computerized reservation system to support hotel reservation-related calls or emails or general enquiries from travel agents, World of Hyatt members and the general public. Apply appropriate call and email handling guidelines upon each interaction. 

•Display professionalism and tact in communicating with properties, customers and guests via email and faxes 

•Project a professional, clear and pleasant speaking voice. Generous listening, to identify and match caller needs in order to establish great call experience to acquire for hotel reservations. Sustain a vocal image which reflects a friendly, helpful and professional demeanor in order that each caller is left with a positive impression of our organization and its staff. 

•Demonstrate effective sales techniques and source for alternate properties in order to obtain the highest room revenue and sales conversion rate whenever is possible. 

•Drive for greater success in sales conversion to meet performance standards. Strive to ensure call accuracy to enhance caller experience while minimize monetary losses to the hotel and organization. 

•Maintain an active status at all times to be readily available for assisting incoming calls to attain calls efficiency standards.  To manage well in call handling time to maximize the number of calls we are able to support and concurrently meet our center key performance metrics. 

•Attend briefings, hotel presentations in order to have up-to-date information on all company policies, procedures, properties, promotions and special programs. Adhere to company policy as it relates to work behavior and work performance standard requirement. 

•Demonstrate a commitment to Hyatt core values

•The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary 

•College Diploma or above

•1-2 years’ experience in frontline role customer service role with strong knowledge and understanding of hotel reservation processes and procedures is preferred

•1-2 years of experience in contact centers customer service role is preferred

•Good typing speed with high degree of accuracy

•Good written and oral communication skils, specific to customer facing interactions. Writes and speaks clearly and concisely, presents information clearly and with confidence.

•Good command of English proficiency both in written and oral. Preferably bi-lingual. 

•A self-motivated, proactive individual and good team player.

•Ability to develop creative solutions and innovative ideas that can positively impact overall interaction with the guest/customer. 

•Attention to details and accuracy.

The Quality Assurance Manager is responsible for our quality strategies and initiatives, being a champion of Hyatt’s Interaction Standards and Net Promoter Score (NPS) Survey program. Using both internal and external service experience and quality scores, the QA Manager will partner with key stakeholders to plan and execute service quality initiatives to drive memorable and personalized experiences for our guests and customers. The Manager will play a key role in development standards and frameworks that are aligned globally yet customized to be locally relevant. The Manager leads a team of Quality Assurance Specialists, and develop and deliver training that builds bench strength of the QA team.

1、Manage and implement Quality Management system and processes. Company’s Global Interaction Standards to ensure consistency and relevance.

2、Establish QA team processes to ensure excellence. Collaborate with Operations leaders to identify procedures or processes roadblocks that prevent our colleagues from delivering seamless experience for our guests and customers. Highlight areas of risks to our business and use these internal evaluations sessions to maintain consistency.

3、Establish service audits and assessment guidelines, forging new initiatives and develop a service quality improvement roadmap. Regularly review customer interaction standards, procedures and measurements bas on Company GIS while allowing flexibility to better meet different market needs. Ensure quality standards across touchpoints are achieved.

4、Leverage on both internal QA scores and customer NPS scores to provide holistic insights into service experience. Deliver reports on both results and develop plans and initiatives that will manage and drive colleague behaviors to positively impact experience.

5、Communicate with Operations and Learning leadership on any additional training needs related to individual and team performance based on the results and trends of GIS and NPS scores.

6、Identify critical challenges and remove barriers to drive service quality and QA productivity.

7、Lead a team of QA Analysts. Provide development opportunities to team members, support them in their growth and performance effectiveness. Implement QA development activities within budget.

8、Demonstrate a commitment to Company core values (included in all job descriptions).

9、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

1、2-3 years experience in frontline role customer service role with strong knowledge and understanding of company reservation processes and procedures.

2、1-2 years of experience in quality assurance role in contact centers.

3、Bachelor’s Degree Statistics, Business, or other related field preferred.

4、Good Excel, Word and PowerPoint skills required.

5、Good written and oral communication skills, specific to customer facing interactions. Preferably bi-lingual. Writes clearly and concisely, presents information clearly and with confidence.

6、A self-motivated, proactive individual and good team player.

7、Proven ability to communicate effectively with multiple management units, adept at building relationships to negotiate, manage conflict and influence change. A good listener, and being open and honest to seek common ground.

8、Proven ability to coach and mentor individuals.

9、Ability to develop creative solutions and innovative ideas that can positively impact overall performance. Seek root cause of problems.

10、Audit facts from personal biases. Attention to details and accuracy.

The Training Manager will oversee GCC training activities, processes, and initiatives across Colleague Training, including induction, new hiring training and on the job learning. The Training Manager partners with Quality Assurance and Operations teams to constantly evaluate training effectiveness, explore ways of learning and develop activities and programs that will help to make learning effective and fun.  The Training Manager leads a team of Trainers and is responsible for the development and performance in delivering learning goals and objectives.

1、Partner with site leadership and global learning teams to create, execute and review learning and development programs that will address core competency requirements to help our team members to be successful in their respective roles.

2、Leverage on new technology and media to create engaging and effective learning experience for our colleagues. Implement effective and purposeful training methods.

3、Assess developmental needs of operational and functional teams. Identify learning needs of frontline levels within the GCCs based on gap analysis.

4、Participate in the design and delivery of soft skills and leadership development programs that are personalized to meet the needs across different levels of leaders within our GCCs.

5、Lead a team of Trainers, manage their performance and effectiveness and support the development of their training capabilities.

6、Keep abreast of training trends, developments and best practices.

7、Define Key Performance Indicators for Training team so we can positively impact GCC performance. Effectively manage the training budget.

8、Demonstrate a commitment to company core values (included in all job descriptions).

9、Lead the implementation of programs, policies and strategies tailed to meet learning and development needs and goals.

1、Minimum 5 years in a contact center training or operations management capacity, within minimum 2 years in a leadership role.

2、Bachelors degree in Human Resources or related field.

3、 Microsoft suite of products.

4、A strong leader with demonstrated record of leading teams and developing team members to succeed.

5、Possess strong analytical and creative problem solving mindset and skills.

6、Pursues best practices for change and experimentation.

7、Strong verbal and written communication skills required, demonstrating company’s desired behaviors of empathy and care.

8、A good collaborator who will thrive in partnerships with various stakeholders in developing winning strategies and programs.

9、Demonstrates familiarity with traditional and modern training processes and methods.