### **POSITION SUMMARY** 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. ### **ESSENTIAL FUNCTIONS** * 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. ### **POSITION SPECIFICATIONS** **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.