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Team Manager - Guest Services Quality Assurance Manager Quality Assurance Analyst Traffic and Scheduling Analyst 岗位简历投递邮箱： ivy.hu1@hyatt.com 职位概述 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.
工作职责 1、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. 2、Display professionalism and tact in communicating with properties, customers and guests via email and faxes 3、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. 4、Demonstrate effective sales techniques and source for alternate properties in order to obtain the highest room revenue and sales conversion rate whenever is possible. 5、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. 6、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. 7、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. 8、Demonstrate a commitment to Hyatt core values 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
工作要求 1、College Diploma or above 2、1-2 years’ experience in frontline role customer service role with strong knowledge and understanding of hotel reservation processes and procedures is preferred 3、1-2 years of experience in contact centers customer service role is preferred 4、Good typing speed with high degree of accuracy 5、Good written and oral communication skils, 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、Ability to develop creative solutions and innovative ideas that can positively impact overall interaction with the guest/customer. 9、Attention to details and accuracy.
薪资福利 5-7k
工作时间 每周5天，每天8小时，轮班工作 工作职责
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).
工作要求 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.
薪资福利 6-8K
工作时间 每周5天，每天8小时，轮班工作 Team Manager-Guest Services
工作职责
The Team Manager – Guest Services lead a team of frontline Guest Services Associates and is responsible for the day to day performance of team members. This Manager assists the Operations Manager with coaching and mentoring GSAs in their daily work responsibilities, guiding them and enabling them to achieve their personal KPI goals and targets. This leader works in close partnership with other Team Managers and other functional partners within the GCCs to ensure efficient deployment of tasks and good performance management. As Teams Manager, the Manager is a key participant in leading the execution of our GCC initiatives. Critically and foundational to our success, this leadership role represents and embraces Hyatt’s vision of Care – ensuring colleague wellbeing and helping our colleagues to get better each day so they can be successful in both their work and personal lives to make a positive difference in others. 1、Manage the day to day performance of the Team. Motivate, support, coach and guide team members to deliver superior performance in sales and service. 2、Responsible and accountable for team performance and productivity. This includes business KPIs. 3、Partner with peers and functional team members such as Learning, Quality to implement and review training programs that will support the learning opportunities of our team members. 4、Partner with Workforce Management to ensure resources are available and optimally used so that services are delivered to expected standards. 5、Build the culture and foster a team environment that lives Company’s purpose of care. Be the role model for company’s leadership behaviors in showing empathy, practicing wellbeing, inclusion and embracing diversity. 6、Create an environment where learning is valued and encouraged. Encourage spirit of continuous improvement. Work with individual team members to develop improvement plans, focusing on behaviors that will impact personal and team results. 7、Build effective teams that are committed to company’s purpose of care. Establish performance management standards and ensure that a supportive process is in place to help associates to improve and perform. 8、Support and conduct daily briefings and team meetings. Convey relevant issues, new updates, hotel information, challenges etc. Maintain a direct communication channel between leadership and colleagues. 9、Demonstrate a commitment to company core values (included in all job descriptions). 10、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).
工作要求 1、Minimum 3 years in a leadership role directly managing teams in customer service/contact center operations/hospitality related field, demonstrating progressive career growth and pattern of exceptional performance. 2、University degree in Business Administration, Sales and Marketing or related field. 3、MS Office. 4、A strong leader with demonstrated record of managing teams and developing team members to succeed. 5、Possess strong analytical and creative problem solving mindset and skills. 6、Good organizational and time management skills. 7、Good team player with good EQ, take ownership and initiative. 8、Effective communicator, good listener and ability to demonstrate empathy and care. 9、Strong customer focus and commitment to quality.
薪资福利 面议
工作时间 每周5天，每天8小时，轮班工作 Quality Assurance Manager
工作职责
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).
工作要求 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.
薪资福利 面议
工作时间 周一至周五9：00-18：00
Quality Assurance Analyst
工作职责
The Quality Assurance Analyst (QA) is responsible for assessing and reporting the performance of our customer-facing colleagues using pre-determined Interaction Standards. The QA will evaluate voice and email interactions to assess colleagues’ behavior, accuracy, service attitude and will assist in developing and implementing quality processes and procedures, as well as making recommendation for enhancements to training to improve the overall company service experience. The QA plays an impactful role in improvement and achievement of mission critical KPIs of our GCC, including sales capabilities, service delivery and guest experience 1、Evaluate voice and email interactions of frontline colleagues according to established standards. Provide meaningful and constructive feedback on these evaluation. Identify potential customer interaction issues and highlight areas of risks to our business. 2、Facilitate regular calibration meetings to discuss and explain feedback. 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、Help colleagues improve their performance with specific feedback and support. Partner with Training team to help map learning gaps and needs. 4、Provide coaching feedback to Team Managers, enabling them to provide timely coaching to colleagues. Flag any evaluation that requires immediate attention. 5、Maintain acceptable level of productivity in number of evaluations completed monthly. 6、Support creation of reports that reflect KPI performance on individual and team levels. Monitor trends on performance. 7、Support post new hire training with nesting or mock calls to improve on their readiness. 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).
工作要求 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.
薪资福利 面议
工作时间 周一至周五9：00-18：00
工作职责
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).
工作要求 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
薪资福利 面议
工作时间 周一至周五9：00-18：00 Traffic and Scheduling Analyst, ASPAC
工作职责
Monitor and analyses the workforce requirements of ASPAC Global Contact Centers including scheduling and intraday traffic monitoring. This would include volumes, patterns, channel volume, staff productivity and resource allocations. Work in close partnership with company Operations leaders at insourced and outsourced locations to ensure our site operations are running optimally and efficiently, ensuring that our service and productivity metrics are met. Create schedules that will be used for capacity planning within the contact center. Produce schedules plans that directly impact the resource levels to meet service standards, including attendance and adherence matters as well as proactively manage changes in shifts. Partner with operations leadership and/or Service Provider in decision making for any unplanned resource challenges. 1、Research information and input information into IEX and Excel that is utilized to create short term forecasts (within 30 days) 2、Load approved schedule changes into IEX, communicate overtime and downtime needs to Service Communities 3、Short term forecasting (volumes, handle time, shrinkage), responsible for making adjustments to monthly forecast that reflects changes to the incoming workload 4、Determine workforce needs by interval and make adjustments to staffing levels for “same day” and future days 5、Monitor all work types and ensure we are meeting stated SLA’s 6、Manage rules in EEM software 7、Administration of workforce planning application (IEX) including but not limited to: master schedules and intra-day forecasts 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).
工作要求 1、1-2 years of contact center workforce experience with a strong emphasis on forecasting and scheduling or intraday monitoring preferred. 2、Bachelor’s Degree Statistics, Business, or other related field preferred. 3、Workforce Management Certification preferred. 4、Strong Excel, Access, PowerPoint skills required. 5、Experience with workforce management systems such as IEX or similar platform preferred. 6、Experience with workforce optimization software such as EEM or similar platform preferred. 7、Understanding of call distribution and short term (by half hour) forecasting. 8、Ability to present forecasting information into usable, easy to understand information “tell the story”. 9、Strong verbal and written communication skills required. 10、Ability to communicate effectively with multiple stakeholder teams. 11、Able to implement operational SOPs that provide clear line of sight and the necessary call to action to key stakeholders. 12、Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints. 13、Must be open minded and be able to adapt to a fast paced, changing environment. 14、Proven ability to creatively problem solve in a dynamic, high pressured atmosphere.
薪资福利 面议
工作时间 周一至周五9：00-18：00
工作职责 This position will be responsible for providing reception and administrative services for the Center. The individual must be someone who is passionate and with good service mindset. 1、Act as the first point of contact, greet visitors with a helpful attitude; Issue visitor IDs, sign in visitor, direct them to the appropriate persons and monitor logbook.2、Answer phones with proper etiquette and direct phone calls in a polite and friend manner to the appropriate person. 3、Receive and sort incoming mail and deliveries, and manage outgoing mail. 4、Keep reception area tidy and presentable with all necessary materials. 5、Assist in ordering, receiving, stocking and distribution of office supplies. 6、Assist with a variety of office administrative tasks including facility management, office supplies ordering, office inventory, travel arrangement, office maintenance, etc. 7、Support companywide activities, e.g. birthday party/annual dinner, outings, etc.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).
工作要求 1、Minimum 1 year of relevant working experience. 2、College Diploma or above. 3、Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint) required. 4、Good command of written and spoken English. 5、Good business etiquette, hospitable and willing to help. 6、Ability to communicate effectively and politely. 7、Ability to deal with difficult situation and people. 8、Have strong sense of responsibility. 9、Willing to learn and develop in office administration field.
薪资福利 面议
工作时间 周一至周五9：00-18：00 工作职责
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).
工作要求 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.
薪资福利 面议
工作时间 周一至周五9：00-18：00
工作职责 This position will be the intern of GZ GCC IT team, mainly will focuse on PC and other IT equipment installation, configuration, helping new resource to setup their IT related device. Asset management. And also provide simple IT support to internal users. 1.Familiar with the installation and operation of common computer application software. 2.Have the correct concept of basic safety protection related to computer operation. 3.Interested in and willing to engage in internal computer user service and support.
工作要求 1、Students can work at least 3 days one week. 2、Familiar with the installation and setting of Microsoft Windows operating system, office software and general network. Working experience in school computer association is preferred. 3、Good command of written and spoken English.
薪资福利 面议
工作时间 周一至周五9：00-18：00 岗位简历投递邮箱：
ivy.hu1@hyatt.com |
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发表于 2021-5-14 21:00:00
