Specialist – Data Services

[{{ $ctrl._job.status.name | translate}}] Specialist – Data Services
Hotel Management (Beijing) Co., Ltd

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Job description

This position is based in Global Contact Centre – Greater China, to rovide high quality Data Services support to the hotels in the specified region via phone, e-mail or other communication methods to ensure timely turn around in rate loading, GIS update requests and any other tasks as required by Data Services.


Administration

  • Establish a professional, efficient, helpful and friendly image in every brand contact with Hyatt customers and hotels
  • Ensure accurate and timely loading of rates and information into RESERVE/SPIRIT/GDS
  • To be proficient with RFP, Consortia and Lanyon rate loadings
  • Ensure Corporate ID reports are actioned
  • Process reservations, changes, cancellations and requests for information through the RESERVE system and, where required, hotel property management systems. Transactions may arrive into the office through telephone, fax, rooming lists, e-mail and other forms of communication. Ensure that all transactions are processed accurately and in accordance with company and hotel policies and procedures.
  • Apply telephone sales techniques on all calls in accordance with Hyatt’s quality assurance standards to maximize hotel revenues and customer satisfaction

Training and Development

  • Acquire and maintain a detailed and comprehensive knowledge of following:
  • Data Services and Salesforce systems
  • GDS systems through Hyatt’s Lanyon application
  • RESERVE/SPIRIT reservations system
  • Hyatt.com updates and loading
  • RMT/PRIO revenue management system
  • Microsoft applications including excel spreadsheets
  • Microsoft applications including excel spreadsheets
  • Hyatt Hotels and Resorts product knowledge
  • World of Hyatt programmes and promotions
  • Hyatt Partner programmes and promotions
  • Reservations functions in Property Management Systems
  • Hyatt Reservations Sales Training
  • Reservations policies, procedures and guidelines
  • Office safety and ergonomics
  • Attend training sessions and meetings as and when scheduled
  • Conduct Data Services 5 minute meetings

 Customer Service

  • To provide the appropriate level of professional, courteous and caring service to the other colleagues (internal customers) and other visitors to the division
  • Maintain good working relationships with colleagues, all other departments, offices and hotels
  • Answer all incoming calls professionally and diligently working in conjunction with other team members to ensure office standards are met
  • Ensure a timely information delivery, reporting problems, taking accurate messages and handling complaints without delay, attempting to fix complaints or problems promptly.
  • Handle guest problems and concerns and find practical solutions, consulting with the Assistant Manager/Team Leaders or individuals in hotels as needed.
  • Listen attentively to your customers and colleagues – be receptive to feedback. Objectively report guest feedback to your management team to enable follow-up.
  • Assist clients with customer service and information requests by liaising with hotels via Administrative Messages, e-mail, fax or telephone. Respond to clients within 24 hours.

 

Financial, operational and other duties will be included in a more detailed JD when the successful candidate is selected. 


    • Bachelor’s Degree or equivalent, preferably in Hospitality or Tourism Management
    • 5-year and above experience in hotel industry, preferably with above 2 years experience in an operational role
    • Hyatt experience with operation system is a big plus
    • Mandarin is essential; Strong written and verbal communication skills in English will be required
    • Ability to work independently and take initiative
    • Strong execution and follow-up ability to complete the tasks and keep timeline in control

     

     

    Requirements

    See description

    Job type
    Full-time
    Location
    Shanghai, China
    Department
    F&B service
    Starting in
    As soon as possible
    Contract duration
    Indefinite

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