GUEST SERVICE CENTER MANAGER

• Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.
• Ensures all employees provide a courteous and professional service at all times.
• 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.
• Responsible for facilitating efficient communications for both guests and employees both within the hotel and for external communications.
• Manages and ensures smooth and efficient operation of the department.
• Studies, evaluates and suggests improvements for operation procedure when necessary.
• 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.
• Checks work performance of employees and their grooming standards.
• Assists in the operations when necessary.
• Liases with relevant departments on necessary equipment changes.
• Submits Budget Reports.
• Ensures logbook is updated.
• Attends Rooms Division Meetings.
• Conducts monthly department meetings or when necessary.
• Identifies, plans and conducts training programs for employees.
• Informs Human Recourses Department and Director of Rooms of all training sessions.
• Performs duties of Supervisor and Operators as and when required.
• Oversees in the preparing of the employees’ roster.
• Responsible for the recruitment, selection and development of employees in the Telephone Department to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
• Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
• Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
• Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• Supports the implementation of the People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
• Provides feedback for the annual Performance Development Discussions and supports the Guest Services employees in their professional development goals.
• Handles complaints and makes decisions pertaining to daily operational 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.
• Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
• 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

• Bachelor’s degree or diploma in Hospitality Management, Business Administration, or related field.
• Minimum 3–5 years of experience in a similar role within a luxury hotel or resort.
• Strong background in Front Office, Guest Services, or Call/Contact Center operations.
• Experience in managing and training a team in a high-end hospitality environment.
• Familiarity with hotel systems such as Opera, or similar Property Management Systems (PMS).
• Proficiency in MS Office applications and hotel communication systems.
• Excellent communication and interpersonal skills in English (both written and spoken); knowledge of other languages is an advantage.
• Strong leadership, coaching, and team development abilities.
• Exceptional guest service orientation with the ability to resolve issues promptly and professionally.
• Good organizational, problem-solving, and time management skills.
• High attention to detail, with the ability to multitask and manage pressure in a fast-paced environment.
• Flexibility to work shifts, weekends, and 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