Guest Service Officer - Mandarin Speaker

At Hyatt, we believe our guests choose us because of our caring and attentive associates who are committed to delivering meaningful and memorable experiences. We are seeking a passionate and service-oriented Guest Service Officer – Mandarin Speaker who is dedicated to delivering exceptional personalized service and creating lasting impressions for our guests.

The Guest Service Officer – Mandarin Speaker is responsible for providing courteous, professional, efficient, and flexible service in accordance with Hyatt’s brand standards and hotel policies. This role ensures that every guest enjoys a seamless, comfortable, and memorable stay while offering culturally sensitive and language-appropriate service to Mandarin-speaking guests. The position requires flexibility to rotate within Rooms Division sub-departments and other assigned departments as necessary.

• Provide warm, professional, and personalized service to all guests, ensuring maximum guest satisfaction at all times.
• Communicate effectively in Mandarin and English to assist Mandarin-speaking guests with check‑in, check‑out, inquiries, and special requests.
• Maintain awareness of all hotel facilities, services, promotions, and upselling opportunities to enhance the guest experience and hotel revenue.
• Handle guest feedback, complaints, and service recovery in a professional manner and elevate issues to supervisors when necessary, ensuring proper follow‑up.
• Perform opening and closing procedures, including balancing cash reports, handling rebates, and managing paid‑out vouchers with proper authorization.
• Monitor room allocations, update guest profiles, and follow up on special requests to ensure accurate room assignments and guest preferences are fulfilled.