Inbound Customer Service - Work From Home (Mexico City area)

Hyatt Vacation Ownership; United States; Remote; USD 38,000 - 52,000; Full time

Job summary

Hyatt Vacation Ownership is seeking a guest services associate to handle inbound guest calls, assist with reservations, and provide information on property facilities and services. You will maintain a positive, solution-oriented tone, reschedule reservations when needed, and coordinate with Sales, Data Administration, and Accounting to resolve issues.

The role emphasizes hospitality excellence, confidentiality, and teamwork, with training in-office and potential future work-from-home

Qualifications

• High school diploma or GED is required
• No related work experience is required
• Uphold confidentiality and follow company policies
• Demonstrate strong guest service and communication skills

Responsibilities

• Handle inbound guest calls with a high level of service
• Assist guests with reservation scheduling and changes
• Check availability of accommodations and dates; offer alternatives
• Answer questions about property facilities and services
• Maintain professional language and etiquette
• Support teamwork and coordinate with Sales, Data Administration, and Accounting as needed

Skills

Customer Service

Phone Etiquette

Active Listening

Communication

Teamwork

Interpersonal Skills

Problem Solving

Multitasking

English Language Proficiency

Education

High school diploma/Equivalent

Job description

Train in office with future work from home opportunities possible!

Service inbound guest calls with a high quality of service and clear communication solutions. Maintain a positive and upbeat tone while answering guest questions and concerns. Assisting guest with rescheduling reservations. Contribute to the teams’ efforts in accomplishing set goals. Uphold reservation standards, using effective listening skills and solution-oriented responses. Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available. Answer guest questions about property facilities/services. Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.

Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors.

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Sales

• Promote awareness of brand image internally and externally.
• Recognize opportunities to up-sell the customer and sell enhancements to create a better Hyatt experience or event.
• Use sales techniques that maximize revenue while maintaining existing guest loyalty to Hyatt.

Preview Package Sales/Tours

• Explain details and requirements related to attending a sales presentation to potential owners.
• Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a Hyatt vacation club property.
• Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
• Communicate with potential owners via telephone to set up preview package sales/tours, including explaining the opportunities available and answering questions.
• Encourage guests or callers to purchase or schedule preview package sales/tours.
• Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available.

Critical Competencies

• Analytical Skills
• Learning
• Interpersonal Skills
• Diversity Relations
• Customer Service Orientation
• Team Work
• Interpersonal Skills
• Influence
• Communications
• Listening
• Telephone Etiquette Skills
• Communication
• English Language Proficiency
• Applied Reading
• Personal Attributes
• Integrity
• Positive Demeanor
• Dependability
• Stress Tolerance
• Adaptability/Flexibility
• Presentation Administration
• Telephone Operations

Preferred Qualifications

• Education: High school diploma/G.E.D. equivalent
• Related Work Experience: No related work experience is required
• Supervisory Experience: No supervisory experience is required

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.