Job Information
Hyatt Guest Service Manager-FO in CHENGDU, China
Description:
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
Maintains positive guest and colleague interactions with good working relationships.
Ensures all associates provide a courteous and professional service at all times.
Ensures that all Front Office associates deliver the brand promise and provide exceptional guest service at all times.
Ensures that Front Office associates provide excellent service to internal customers as appropriate.
Assists in greeting and checking-in VIP and Long Stay guests.
Ensures that all Front Office associates are familiar with the hotel’s products and services.
Ensures that all Front Office associates are aware of current promotions, policies and other important information.
Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
Spends time in Front Office areas during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
Establishes a rapport with guests and maintains good customer relationship.
Implements consistent guest recognition programs and maintain a relevant guest history database.
Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
Qualifications:
Bachelor's degree or college diploma.
Typically 2 to 6 years of front desk or guest services experience.
Deep understanding of night audits, billing adjustments, loyalty programs, and online reputation management.
Exceptional verbal/written skills; fluency in English required.
Primary Location: CN-51-Chengdu
Organization: Grand Hyatt Chengdu
Job Level: Full-time
Job: Front Office
Req ID: CHE003091
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.