广东省数字贸易与服务公共服务平台

岗位职责:

The Team Manager – Guest Services lead a team of frontline Guest Services Associates and is responsible for the day to day performance of team members. This Manager assists the Operations Manager with coaching and mentoring GSAs in their daily work responsibilities, guiding them and enabling them to achieve their personal KPI goals and targets. This leader works in close partnership with other Team Managers and other functional partners within the GCCs to ensure efficient deployment of tasks and good performance management. As Teams Manager, the Manager is a key participant in leading the execution of our GCC initiatives. Critically and foundational to our success, this leadership role represents and embraces Hyatt’s vision of Care – ensuring colleague wellbeing and helping our colleagues to get better each day so they can be successful in both their work and personal lives to make a positive difference in others. 

1、Manage the day to day performance of the Team. Motivate, support, coach and guide team members to deliver superior performance in sales and service.

2、Responsible and accountable for team performance and productivity. This includes business KPIs.

3、Partner with peers and functional team members such as Learning, Quality to implement and review training programs that will support the learning opportunities of our team members.

4、Partner with Workforce Management to ensure resources are available and optimally used so that services are delivered to expected standards.

5、Build the culture and foster a team environment that lives Company’s purpose of care. Be the role model for company’s leadership behaviors in showing empathy, practicing wellbeing, inclusion and embracing diversity.

6、Create an environment where learning is valued and encouraged. Encourage spirit of continuous improvement. Work with individual team members to develop improvement plans, focusing on behaviors that will impact personal and team results.

7、Build effective teams that are committed to company’s purpose of care. Establish performance management standards and ensure that a supportive process is in place to help associates to improve and perform.

8、Support and conduct daily briefings and team meetings. Convey relevant issues, new updates, hotel information, challenges etc. Maintain a direct communication channel between leadership and colleagues.

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

10、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).

任职资格:

1、Minimum 3 years in a leadership role directly managing teams in customer service/contact center operations/hospitality related field, demonstrating progressive career growth and pattern of exceptional performance.

2、University degree in Business Administration, Sales and Marketing or related field.

3、MS Office.

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

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

6、Good organizational and time management skills.

7、Good team player with good EQ, take ownership and initiative.

8、Effective communicator, good listener and ability to demonstrate empathy and care.

9、Strong customer focus and commitment to quality.

广东南油对外服务有限公司（以下简称：广东南油外服）是一家具有33年历史的全资国有控股企业，由中国人力资源服务领域规模最大的上海外服（集团）有限公司和中国南海石油联合服务总公司共同组建，注册资本2000万元，总部设立于广州，并在深圳、佛山、东莞、珠海、中山、江门、湛江、汕头、清远、从化等地设立了分公司，是广东最早涉猎人力资源服务行业的企业之一，服务进入广东投资的世界500强企业超过100家，客户涵盖各行业的知名外企、国企和民企，总量超过4500家，雇员人数超过10万人，2017年度营业收入近50亿元，纳税额近3亿元。公司现有员工超过250名，其中本科以上学历占比超过75%，平均年龄30岁左右，近20%拥有中级以上技术职称，队伍呈现年轻化、专业化特点。

广东南油外服已在业内率先通过国际知名认证机构挪威船级社（DNV）的ISO90001：2015质量体系认证，遵循“客户的期望就是外服人的追求”的质量方针，荣获“全国人力资源诚信服务示范机构”、“广东省诚信人力资源服务示范机构”、“广东企业500强”、“广东省自主创新标杆企业”、“广东省青年文明号”等诸多荣誉，还是中国对外服务工作行业协会常务理事单位，广东省人力资源研究会监事长单位，广东省人才交流协会、广东省服务外包产业促进会、广州人力资源服务协会、广州服务外包行业协会副会长单位，在广东乃至华南地区具有较强的品牌影响力和领先的市场地位。