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Guest Service Coordinator
Job summary
A leading hospitality company in Mexico City is seeking a candidate for a role that involves providing professional telephone assistance and managing service requests. The position requires at least 2 years of experience, a bachelor's degree, and proficiency in advanced English. Responsibilities include coordinating operational staff and ensuring guest satisfaction through effective communication and follow-up. Ideal candidates will excel under pressure and have a proactive service attitude.
Qualifications
- At least 2 years of experience in a similar position.
- Advanced English language proficiency.
- Ability to work under pressure.
Responsibilities
- Provide professional telephone assistance.
- Manage service requests through work orders.
- Coordinate operational staff and ensure timely follow-up on guest complaints.
Skills
Education
Provide professional telephone assistance, manage service requests through work orders, coordinate operational staff using internal systems, and ensure timely follow-up on guest complaints and needs, guaranteeing a quality and satisfying experience.
- Answer calls courteously, clearly, and with a warm tone.
- Follow up on guest requests.
- Manage work orders.
- Record requests in PMS / Asgard.
- Assign work orders.
- Coordinate with departments such as Housekeeping, Engineering, Security, and Front Desk.
- Be accessible and cooperative with colleagues from other departments to maintain positive relationships.
- Follow up on orders that cannot be completed the same day and coordinate with the area leader responsible.
- Assign and coordinate staff.
- Ensure staff is “on/off shift” in PMS / Asgard.
- Contact staff if an order is not visible on the mobile device within the established time.
- Make follow-up calls within 10 minutes after completing an order.
- Handle special cases such as Lost and Found, amenity deliveries, inspections in PMS / Asgard for check-ins and check-outs.
- Receive, document, and promptly follow up on guest complaints.
- Coordinate with involved departments to resolve situations effectively.
- Prioritize guest satisfaction and ensure clear and respectful communication.
- Generate reports to inform leaders about recurring complaints or critical situations.
Education: Bachelor’s degree or higher.
Technical Competencies: Initiative, highly organized, people oriented.
Experience: 2 years in a similar position.
Additional Languages: Advanced English.
Other: Ability to work under pressure, excellent service attitude, good presentation, availability for rotating shifts, proactive, reliable, honest, dynamic, multitasking.
Managerial Responsibilities: Supervise/coordinate the work of different departments such as Housekeeping, Front Desk, Bell Boys, Food and Beverage (amenities and packages).
Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.