Job Description

Summary


Position Summary


The Global Hotel and Field Support Analyst is primarily responsible for providing quality hotel and field support by analyzing inquiries received via automated ticketing sources, telephone calls, and e-mail; tracking each request through a project database. This individual will assume ownership of a region/territory of hotels and assist with multi-system support and multi-connected channel sources, as well as troubleshooting reported application/system interface issues. The role focuses on delivering excellent customer service through accurate and efficient inquiry resolutions. This individual is required to clearly articulate customer needs and network with a variety of second-level teams and third-party service providers.



Position Responsibilities

Consistently deliver excellent, high-quality customer service and system support. Provide first-level telephone, email, and other media contact support for hotels, Colleagues, and third-party service providers. Clearly document interactions, incidents, and resolutions within the project database. While acting as a single point of contact, takes ownership and responsibility of issues from start through resolution. Uses problem-solving skills to troubleshoot daily challenges. Identifies process and document improvement opportunities and works with supervisory staff to take action and implement change. Develops effective, quality working relationships with other departments, groups, and personnel. Maintains system and program knowledge to provide accurate information and efficient customer service. Able to quickly learn new systems and adopt new processes/procedures. 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.
Qualifications


Qualifications

Previous experience working in a hotel or in the hospitality industry is a plus. High School diploma (or equivalent). Exposure to formal post- secondary education is a plus. Basic experience with Microsoft Office (Word, Excel, PowerPoint and Outlook) applications. Minimum 12 months experience with the Hyatt reservation system, Reserve, is preferred. Good communication skills (oral, written, and listening). Strong time management and prioritization skills. Ability to adapt and flex to new pressures and priorities. Ability to apply a best practice mindset to achieve accurate and timely results. * Open to change and accepting of new technologies.