ASSISTANT MANAGER - GUEST SERVICE CENTER

• 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.
• Assigns responsibilities to employees.
• 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.
• Assists in the operations when necessary.
• Liases with relevant departments on necessary equipment changes.
• Submits Budget Reports.
• Updates bulletins board.
• Ensures logbook is updated.
• Attends Rooms Division Meetings.
• Conducts monthly department meetings or when necessary.
• Identifies, plans and conducts training programs for employees.
• Ensures Trainers are carrying out training sessions for employees.
• Informs Human Recourses Department and Director of Rooms of all training sessions.
• Ensures all training sessions are recorded and given to Human Resources Department on time.
• Performs duties of Supervisor and Operators as and when required.
• Reads the logbook, and communicates with Supervisors / Operators.
• Oversees in the preparing of the employees’ roster.
• Assists with the recruitment, selection and development of Guest Services Centre employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
• Through hands-on management, supervises closely all Guest Services Centre employees in the performance of their duties in accordance with policies and procedures and applicable laws.
• Plans and implements effective training programmes for all Guest Services Centre employees in coordination with the Training Manager and Departmental Trainers.
• 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 Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
• Handles complaints and makes decisions pertaining to daily operational duties.
• Ensures high standards of personal presentation and grooming.
• Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
• Attends training sessions and meetings as and when required.
• 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.
• 2–4 years of relevant experience in Guest Service Center, Front Office, or Call Center operations in a luxury hotel/resort.
• Previous experience in a supervisory or team leader role is preferred.
• Familiarity with Property Management Systems (PMS) such as Opera and hotel communication systems.
• Proficient in MS Office applications (Word, Excel, Outlook).
• Strong communication skills in English (spoken and written); additional languages are a plus.
• Excellent guest service skills with the ability to handle complaints and resolve issues professionally.
• Good organizational, problem-solving, and time management skills.
• Ability to multitask and work well under pressure in a fast-paced environment.
• Flexible to work in 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