南油微招聘丨凯悦集团（3.30更新）

The Training Manager will oversee GCC training activities, processes, and initiatives across Colleague Training, including induction, new hiring training and on the job learning. The Training Manager partners with Quality Assurance and Operations teams to constantly evaluate training effectiveness, explore ways of learning and develop activities and programs that will help to make learning effective and fun.  The Training Manager leads a team of Trainers and is responsible for the development and performance in delivering learning goals and objectives.

1、Partner with site leadership and global learning teams to create, execute and review learning and development programs that will address core competency requirements to help our team members to be successful in their respective roles.

2、Leverage on new technology and media to create engaging and effective learning experience for our colleagues. Implement effective and purposeful training methods.

3、Assess developmental needs of operational and functional teams. Identify learning needs of frontline levels within the GCCs based on gap analysis.

4、Participate in the design and delivery of soft skills and leadership development programs that are personalized to meet the needs across different levels of leaders within our GCCs.

5、Lead a team of Trainers, manage their performance and effectiveness and support the development of their training capabilities.

6、Keep abreast of training trends, developments and best practices.

7、Define Key Performance Indicators for Training team so we can positively impact GCC performance. Effectively manage the training budget.

8、Demonstrate a commitment to company core values (included in all job descriptions).

9、Lead the implementation of programs, policies and strategies tailed to meet learning and development needs and goals.

1、Minimum 5 years in a contact center training or operations management capacity, within minimum 2 years in a leadership role.

2、Bachelors degree in Human Resources or related field.

3、 Microsoft suite of products.

4、A strong leader with demonstrated record of leading teams and developing team members to succeed.

5、Possess strong analytical and creative problem solving mindset and skills.

6、Pursues best practices for change and experimentation.

7、Strong verbal and written communication skills required, demonstrating company’s desired behaviors of empathy and care.

8、A good collaborator who will thrive in partnerships with various stakeholders in developing winning strategies and programs.

9、Demonstrates familiarity with traditional and modern training processes and methods.

The Quality Assurance Manager is responsible for our quality strategies and initiatives, being a champion of Hyatt’s Interaction Standards and Net Promoter Score (NPS) Survey program. Using both internal and external service experience and quality scores, the QA Manager will partner with key stakeholders to plan and execute service quality initiatives to drive memorable and personalized experiences for our guests and customers. The Manager will play a key role in development standards and frameworks that are aligned globally yet customized to be locally relevant. The Manager leads a team of Quality Assurance Specialists, and develop and deliver training that builds bench strength of the QA team.

1、Manage and implement Quality Management system and processes. Company’s Global Interaction Standards to ensure consistency and relevance.

2、Establish QA team processes to ensure excellence. Collaborate with Operations leaders to identify procedures or processes roadblocks that prevent our colleagues from delivering seamless experience for our guests and customers. Highlight areas of risks to our business and use these internal evaluations sessions to maintain consistency.

3、Establish service audits and assessment guidelines, forging new initiatives and develop a service quality improvement roadmap. Regularly review customer interaction standards, procedures and measurements bas on Company GIS while allowing flexibility to better meet different market needs. Ensure quality standards across touchpoints are achieved.

4、Leverage on both internal QA scores and customer NPS scores to provide holistic insights into service experience. Deliver reports on both results and develop plans and initiatives that will manage and drive colleague behaviors to positively impact experience.

5、Communicate with Operations and Learning leadership on any additional training needs related to individual and team performance based on the results and trends of GIS and NPS scores.

6、Identify critical challenges and remove barriers to drive service quality and QA productivity.

7、Lead a team of QA Analysts. Provide development opportunities to team members, support them in their growth and performance effectiveness. Implement QA development activities within budget.

8、Demonstrate a commitment to Company core values (included in all job descriptions).

9、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

1、2-3 years experience in frontline role customer service role with strong knowledge and understanding of company reservation processes and procedures.

2、1-2 years of experience in quality assurance role in contact centers.

3、Bachelor’s Degree Statistics, Business, or other related field preferred.

4、Good Excel, Word and PowerPoint skills required.

5、Good written and oral communication skills, specific to customer facing interactions. Preferably bi-lingual. Writes clearly and concisely, presents information clearly and with confidence.

6、A self-motivated, proactive individual and good team player.

7、Proven ability to communicate effectively with multiple management units, adept at building relationships to negotiate, manage conflict and influence change. A good listener, and being open and honest to seek common ground.

8、Proven ability to coach and mentor individuals.

9、Ability to develop creative solutions and innovative ideas that can positively impact overall performance. Seek root cause of problems.

10、Audit facts from personal biases. Attention to details and accuracy.

The CARE Specialist will process, investigate and resolve customer service escalations generated either directly from guests or World of company members or through hotels, corporate colleagues or other Global Contact Centers. Through sincere care, listening and empathy, our CARE Specialist will undertake service recovery efforts and strive to restore confidence and reinforce loyalty to company.

The CARE Specialist is well versed with company’s reservations and World of company  procedures, will also provide World of company support to our hotels, answering their inquiries and supporting them to care for World of company members. In addition, they will also act as a resource for our internal Guest Services Associates, supporting and assisting them on their inquiries. This role will also handle overflow for other areas of Guest Services based on business need.

1、Through voice, email and chat channels, internal and external, manage the handling and investigation of escalated incidents from hotels, guests, members, customers and internal company colleagues.

2、Display professionalism and tact when communicating.  Sustain an image which reflects an empathetic, helpful and caring demeanor such that each interaction ends with a positive impression about company.  Generous listening, to identify concerns and needs in order to establish great service recovery experience that will result deepened loyalty to company. Be helpful and always go the extra step for the guest/customer.

3、Maintain good rapport and communication with other global CARE teams to work in unison, sharing of best practices and cross regional support.

4、An innate ability to know when you must uphold T&Cs and when you should exercise empowerment

5、Interact with GCC leadership team, Hotel team members including General Managers or ExCom members in seeking resolution to customer issues.

6、Maintain an active status at all times to be readily available for assisting incoming calls/emails/chats to attain efficiency standards.  To manage well in multi skilling between calls and emails/chats, optimize individual productivity to support and concurrently meet our center key performance metrics.

7、Attend briefings, hotel presentations in order to have up-to-date information on all company policies, procedures, properties, promotions and special programs. Take initiative on self learning and self improvement. Adhere to company policy as it relates to work behavior and work performance standard requirement.

8、Demonstrate a commitment to company core values (included in all job descriptions).

9、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

1、Min 6 months experience in Guest Services & Loyalty role.

2、Strong knowledge of World of company program and related systems such as Reserve, Tally, Star etc)

3、Diploma or above.

4、Good typing speed with high degree of accuracy.

5、Good written and oral communication skills, specific to customer facing interactions. Writes and speaks clearly and concisely, presents information clearly and with confidence.

6、Good command of English proficiency both in written and oral. Preferably bi-lingual.

7、A self-motivated, proactive individual and good team player.

8、Good time management with ability to navigate multiple systems simultaneously.

9、Natural disposition to be helpful and willingness to go the extra step for both internal and external customers.

10、Ability to develop creative solutions and innovative ideas that can positively impact overall interaction with the guest/customer.

11、Attention to details and accuracy.

The role of a Guest Services Associate is to generate sales both over the phone and/or via written communication (emails/chat/faxes) for Hyatt properties worldwide in a professional manner by offering relevant recommendations on hotel reservations to enhance guests’ stay experiences. The Associate will utilize acceptable interaction framework and standards to connect with the guests/customers in order to create a memorable, personalized and differentiated experience with Hyatt. 

The Guest Services Associate will also help to create brand awareness and promote World of Hyatt Loyalty Program by handling queries of the program or assist with its members’ account queries.

·Use a computerized reservation system to support  hotel reservation-related calls or emails or general enquiries from  travel agents, World of Hyatt members and the general public. Apply  appropriate call and email handling guidelines upon each  interaction. 

·Display professionalism and tact in communicating  with properties, customers and guests via email and faxes 

·Project a professional, clear and pleasant  speaking voice. Generous listening, to identify and match caller needs in  order to establish great call experience to acquire for hotel reservations. Sustain a vocal image which reflects a friendly,  helpful and professional demeanor in order that each caller is left with a  positive impression of our organization and its staff. 

·Demonstrate effective sales techniques and source  for alternate properties in order to obtain the highest room revenue and sales  conversion rate whenever is possible. 

·Drive for greater success in sales conversion to  meet performance standards. Strive to ensure  call accuracy to enhance caller experience while minimize monetary losses to  the hotel and organization. 

·Maintain an active status at all times to be readily available for assisting incoming calls to attain calls efficiency standards.  To manage well in call handling time to maximize the number of calls we are able to support and concurrently meet our center key performance metrics. 

·Attend briefings, hotel presentations in order to have up-to-date information on all company policies, procedures, properties, promotions and special programs. Adhere to company policy as it relates to work behavior and work performance standard requirement. 

·Demonstrate a commitment to Hyatt core values

·The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary

·College Diploma or above

·1-2 years’ experience in frontline role customer service role with strong knowledge and understanding of hotel reservation processes and procedures is preferred

·1-2 years of experience in contact centers customer service role is preferred

·Good typing speed with high degree of accuracy

·Good written and oral communication skils, specific to customer facing interactions. Writes and speaks clearly and concisely, presents information clearly and with confidence.

·Good command of English proficiency both in written and oral. Preferably bi-lingual.

·A self-motivated, proactive individual and good team player.

·Ability to develop creative solutions and innovative ideas that can positively impact overall interaction with the guest/customer.

·Attention to details and accuracy.