Hyatt Regency West Hanoi ★ 4.3

• 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 hotel products and services in order to handle guest enquiries efficiently and courteously.
• 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.
• Attends and contributes to all training sessions and meetings as required.
• Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.
• Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organisations.
• Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes in the Communications function as dictated by the industry, company and hotel.
• Carries out any other reasonable duties and responsibilities as assigned.

• Service charges
• A balance 5-day workweek
• 12 complimentary nights at Hyatt Hotels worldwide
• Exclusive discounts on F&B and Friend & Family rates
• Duty meal and provided Uniforms
• Opportunities for career growth
• A Diverse & Inclusive workplace culture where you truly belong

• Diploma or degree in Hospitality, Tourism, Business, or related field preferred.
• Additional training in Front Office Operations or Customer Service is an advantage.
• Previous experience in Front Office, Guest Relations, or Reservations in a luxury hotel/resort is desirable.
• Familiarity with Property Management Systems (Opera...) is an advantage.
• Excellent communication skills in English (spoken and written); knowledge of other languages is a plus.
• Strong guest service orientation with a courteous and professional manner.
• Ability to handle guest requests, complaints, and enquiries efficiently.
• Good organizational and multitasking skills in a fast-paced environment.
• Basic computer literacy and MS Office knowledge
• Flexible to work shifts, weekends, and public holidays.

Please submit your application via Hoteljob or via email to tam.nguyen[at sign]hyatt.com

Only suitable candidates will be contacted for an interview