Guest Service Officer - Mandarin Speaker

Job description

At Hyatt, we believe our guests choose us because of our caring and attentive associates who are committed to delivering meaningful and memorable experiences. We are seeking a passionate and service-oriented Guest Service Officer – Mandarin Speaker who is dedicated to delivering exceptional personalized service and creating lasting impressions for our guests.

The Guest Service Officer – Mandarin Speaker is responsible for providing courteous, professional, efficient, and flexible service in accordance with Hyatt's brand standards and hotel policies. This role ensures that every guest enjoys a seamless, comfortable, and memorable stay while offering culturally sensitive and language-appropriate service to Mandarin-speaking guests. The position requires flexibility to rotate within Rooms Division sub-departments and other assigned departments as necessary.

Key Responsibilities

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Provide warm, professional, and personalized service to all guests, ensuring maximum guest satisfaction at all times.

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Communicate effectively in Mandarin and English to assist Mandarin-speaking guests with check-in, check-out, inquiries, and special requests.

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Maintain awareness of all hotel facilities, services, promotions, and upselling opportunities to enhance the guest experience and hotel revenue.

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Handle guest feedback, complaints, and service recovery in a professional manner and escalate issues to supervisors when necessary, ensuring proper follow-up.

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Perform opening and closing procedures, including balancing cash reports, handling rebates, and managing paid-out vouchers with proper authorization.

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Monitor room allocations, update guest profiles, and follow up on special requests to ensure accurate room assignments and guest preferences are fulfilled.

Desired profile

Qualifications :

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Minimum 2 years of experience in hotel operations, preferably within the Rooms Division with Mandarin-speaking experience.

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Fluent in Mandarin and English (spoken and written).

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Diploma or Bachelor's Degree in Hospitality, Tourism Management, or a related field.

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Strong customer service orientation with excellent communication and interpersonal skills.

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Professional, friendly, and confident personality with the ability to build genuine relationships with guests.

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Detail-oriented, flexible, and able to work in a fast-paced hospitality environment