Offers “Hyatt Hotel”

Expires soon Hyatt Hotel

ゲストサービスセンター ゲストサービスオフィサー Guest Service Centre GSO (Hotel Telephone Operator)

  • JAPAN
  • Hotels - Restaurants

Job description

常にお客様に優れたサービスを提供し、宿泊部のフロントオフィスの中で、ゲストサービスセンターのスムーズで円滑なオペレーションを担います。

You will be responsible to provide an excellent and consistent level of service to your customers.

To contribute to the smooth and efficient running of the Guest Services Centre within the Front office at Rooms Division.

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.
· Delivers the brand promise and provide exceptional guest service at all times.
· Be familiar with the hotel’s products, services and policies.
· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
· Personally and frequently verifies that guests are receiving the best possible service during the stay.

Operational

· Handles in-coming telephone calls to Front desk at Front Office Back of the house area to ensure that the Front desk staff to focus onto the customer in front of them.
· Confidently operates switchboard duties, paging system, and associated computer equipment in accordance with departmental procedures.
· Handles wake-up calls as requested with accuracy.
· Contributes and maintains businesslike working environment ensuring minimal background noise and conversation which could be transmitted through sensitive headsets.
· Answers and connects all incoming calls from both in and out of house.
· Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times.
· Transfers outside calls to either guests, or hotel services/facilities.
· Coordinates with the Concierge and Front Office with pending messages, faxes, etc.
· Handles all in-coming fax and messages.
· Supports Front office related administrative tasks, e.g.) updating registration cards, preparing group room lists.
· Accepts and relays messages for guests and Front office.
· Takes accurate messages, morning call requests, reservations and orders for/from guests.
· Supports the Front desk operation when necessary.
· Responsible for facilitating efficient communications for both guests and staff both within the hotel and for external communications.
· 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.
· Provides quality service to guests, staff, and incoming calls and a wide range of information pertaining to the hotel.
· Reports and logs various problems which occur during the shift and passes all relevant information to relieving operator on commencement of duty.
· Projects the image of courteous, friendly service at all times.
· Be fully conversant in all aspects of the Food and Beverage outlets in order that all guests’ queries can be handled efficiently and courteously.
· Provides general information to guests when necessary.
· Reports to the Team Leader and Duty Manager on any guest complaints.
· Reads the logbook and communicates with colleagues and Team Leaders.
· Handles guest complaints and concerns; serves as a liaison with necessary departments.
· Ensure that all company minimum brand standards have been implemented and that optional brand standards have been implemented where appropriate.
· Embraces all Touches of Hyatt and the Rooms Top 20.
· Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
· Ensures accurate knowledge of hotels and the tourism in Japan.
· Works closely with other Front Office personal in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
· Supports and embraces the spirit of “We work through Teams”.

Desired profile

Qualifications :

ホテル経験2年以上

コミュニケーションスキルとカスタマーサービスに優れた方

Ideally with a relevant degree or diploma in Hospitality or Tourism management. Minimum 2 years work experience in hotel operations. Good customer service, communications and interpersonal skills are a must.

Make every future a success.
  • Job directory
  • Business directory