Job Description
Position Summary
Care & Resolution Experts handle a variety of work types which include guest inquiries or concerns, guest escalation, Special Situation Management (formerly FEI) , special projects, support of World of Hyatt process, privacy-related cases, HERO Desk cases, corporate escalations, and assistance with potential hotel related issues (relocations, guest assistance, etc.). Care & Resolution experts will act as the point of escalation for Care & Support Advocates who cannot resolve an issue at the first point of contact. This role will also handle overflow for all other areas of Guest Services based on business needs.
Theywill process, investigate and resolve customer service escalations generated either directly from guests or World of Hyatt members or through hotels, corporate colleagues or other Global Contact Centers. Through sincere care, listening and empathy, our CARE experts will undertake service recovery efforts and strive to restore confidence and reinforce loyalty to Hyatt.
Position Responsibilities
- Genuinely find pleasure in helping our guests find resolution to their issues. Through voice, email and chat channels, internal and external, manage the handling and investigation of escalated incidents from hotels, guests, members, customers and internal Hyatt colleagues
- Ability to ask thoughtful and clarifying questions to understand the root cause of the issue and then take this information to set the experience and advocate for the guest.
- The innate ability to know when you must uphold the T&C/policies and when you should use your empowerment.
- Understands the importance of keeping information confidential to uphold and protect the integrity of the brand.
- Efficient and focused on creating a low-effort experience for the guest/colleague.
- High accuracy and compliance with our policy and procedures (IE. Privacy). Ability to discern and show good judgment, and follow appropriate escalation paths by alerting leadership when necessary.
- Able to defuse an emotionally charged situation calmly and respectfully. Must use appropriate and meaningful compensation that results in recapturing loyalty.
- Demonstrate a commitment to Hyatt's core values (included in all job descriptions).
- 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).
- Min 3 months experience in Guest Services & Loyalty role
- Strong knowledge of World of Hyatt program and related systems such as Reserve, Tally, Star etc.)
- Education - Diploma or above
- Good typing speed with high degree of accuracy
- Strong customer service skills. Respectful, calm, and patient in potentially emotionally charged situations and crises.
- 80% or higher Interaction Scores
- Good written and oral communication skills, specific to customer facing interactions. Writes and speaks clearly and concisely, presents information clearly and with confidence.
- Natural disposition to be helpful and willingness to go the extra step for both internal and external customers.
- Ability to develop creative solutions and innovative ideas that can positively impact overall interaction with the guest/customer.
- Attention to details and accuracy
- Ability to navigate multiple systems quickly and efficiently
- Proven ability to communicate effectively with all colleagues
- Self-sufficient and able to effectively use resources
- Takes ownership and has pride in the work they are doing to deliver high-quality work
