GSO - Guest Services

Job description

Park Hyatt Saigon is the French mansion by the Opera House, a sanctuary of peace in the middle of one of Asia’s most bustling cities.

Amongs 16 awards in the past 4 years, these marvellous achievements are inspiring, acting as beacons of resilience and hospitality for both guests and our local communities:

2021 Best 500 Hotels in the World, Travel and Leisure

2020 Best Hotel Makeovers in Asia, Best of the Decade Awards, Smart Travel Asia

2019 The Top 100 Hotels in the World, Travel and Leisure

2019 The 10 Best City Hotels in Asia, Travel and Leisure

Our strategy is to make a difference in the lives of all those we touch — colleagues, guests, operators, community members and shareholders alike.

We care for people so they can be their best. This is demonstrated in our values of Respect, Integrity, Humility, Empathy, Creativity and Fun. At Park Hyatt Saigon our aim is to create energizing experiences that connect our guests to who and what matters to them most. We are passionate about fostering connections, the place for any and every occasion and a one-stop experience.

We will continue to enhance the quality of the products craftsmanship with the willingness to create objectively a world ‘finest product’ and promise exceptional quality , continue creating and enhancing the hotel to ensure Park Hyatt Saigon can carry out its future vision is to become a landmark , one of the world's legendary great hotels.

In order to achieve this grand mission, it’s greatly thanks to our talents who are experienced, well trained, and deeply focused on the hotel’s future goals and position.

Currently, we are seeking an experienced GSO - Guest Services to join Park Hyatt Saigon to join and continue with us in our significant journey.

Main duties:

Customer Service
Provides the appropriate level of professional, courteous and caring service to other employees
(internal customers) and other visitors to the division.
Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or
problems if no immediate solution can be found, whilst feeding back a prompt follow up.
Maintains positive guest and colleague interactions with good working relationships.

Operational
Responsible for facilitating efficient communications for both guests and staff both within the hotel and
for external communications.
Confidently operates switchboard consoles, paging system, and associated computer equipment in
accordance with departmental procedures.
Connects local and international calls quickly, courteously and accurately.
Handles wake-up calls as requested with accuracy, whether they be automatic programmed or
personal wake-up calls.
Acts proficiently in all aspects of emergency procedures. Remains calm, alert, and efficient in the
event of a major incident or problem at the hotel and maintains professional discretion.
Contributes and maintains businesslike working environment ensuring minimal background noise and
conversation which could be transmitted through sensitive headsets.
Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining
to the hotel and Activities in and around the island.
Reports and logs various problems which occur during the shift and passes all relevant information to
relieving operator on commencement of duty.
Accepts and relays messages for guests and hotel personnel.
Projects the image of courteous, friendly service at all times.
Answers and connects all incoming calls from both in and out of house.
Coordinates with Concierge and Front Desk with pending messages, faxes, etc.
Be fully conversant in all aspects of Food and Beverage outlets in order that all guests’ queries can be
handled efficiently and courteously.

Operational
Provides general information to guests when necessary.
Takes accurate messages, morning call requests, reservations and orders for/from guests.
Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct
department at all times.
Reports to supervisor and Duty Manager on any guest complaints.
Updates the white board.
Reads the logbook, and communicates with colleagues and supervisor.
Transfers outside calls to either guests, or hotel services/facilities.
Conducts daily briefing in the absence of AM/Supervisors

Personnel
Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values
and Culture Characteristics.

Other Duties
Understands and strictly adheres to Rules and Regulations established in the Employee Handbook
and the hotel's policies concerning fire, hygiene, health and safety.
Ensures high standards of personal presentation and grooming.
Exercises responsible behaviour at all times and positively representing the hotel and Hyatt
International.
Responds to changes in the Guest Services Centre function as dictated by the industry, company and
hotel.
Attends training sessions and meetings as and when required.
Carries out any other reasonable duties and responsibilities as assigned.

Benefit

Hyatt is a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. It's a place where career opportunities are as unlimited as your imagination. We could bring you the followings:

· International, professional and friendly 5-star working environment
· Full training from Hyatt (Hotel orientation, Leadership development, E-learning, workshop…)
· Learning and development opportunities
· Associates Social Space (Designed by colleagues for colleagues) and Associate Social Activities
· Complimentary 2 duty meals per working shift and team menu designed by our Chef twice per week
· Be provided uniform and laundry service
· Discount 50% for F&B service at our restaurants
· Complimentary accommodation at selected Hyatt properties worldwide
· Free parking at our associate parking area

Desired profile

Qualifications :

·  Ideally with diploma in Hospitality
·  Well developed computer knowledge, particularly in the use of MS Office
·  Minimum 2 years of working experience in hotel operation, preferably candidates with Front Office experience.
·  Experience in 5 stars Hotel - Guest Services is a plus.
·  Good English capacity.
·  This position is applicable for Vietnamese only.