Making travel more human. Grow with Hyatt.

This position can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

The GPS PBX Specialists handle a variety of work types which include answering and directing calls, handling guest inquiries or concerns, and handling PBX services for multiple properties. This individual must have good typing skills, a pleasant attitude and excellent phone demeanor. The PBX Specialist must work well handling a high volume of calls.

Position Responsibilities/Essential Functions:

• Self-sufficient and able to effectively use resources.
• Able to ask thoughtful and clarifying questions to understand the root cause of the issue and use this information to set the experience and advocate for the guest.
• Strong brand knowledge of Hyatt and World of Hyatt programs.
• Respectful, calm and patient in potentially emotionally charged situations.
• Genuinely find pleasure in helping our guests find resolution to their issues.
• The innate ability to know when you must uphold the T&C/policies and when you should use your empowerment.
• Takes ownership and has pride in the work they are doing to deliver high quality work.
• Understands the importance of keeping information confidential to uphold and protect the integrity of the brand.
• Strong language skills, both orally and in writing.
• Efficient and focused on creating a low effort experience for the guest/colleague.
• Demonstrate a commitment to Hyatt core values.

Experience:

• Call center, hotel or PBX experience preferred.

Computer Skills Needed:

• 6 months experience with hotel systems (Opera, HotSOS, Zello, Zingle) preferred.
• 2 years experience and proficiency with Microsoft Office Suite applications including Word, Excel, PowerPoint, and Outlook

Additional Comments and Requirements:

• Strong customer service skills.
• Strong verbal and written communication skills preferred.
• Schedule flexibility that could include night and weekends, as well as 2 holidays per year.
• Ability to navigate multiple systems quickly and efficiently.

SCHEDULE - The chosen candidate must be able to work one of the following schedules. These schedules are in CST.

6:00 AM - 2:30 PM Wednesday & Friday OFF

10:00 AM - 6:30 PM Wednesday & Thursday OFF

12:00 PM - 8:30 PM Sunday & Tuesday OFF

12:00 PM - 8:30 PM Sunday & Wednesday OFF

Colleague is required to provide the following equipment for Home Office:

1. High Speed Internet Service. High Speed Internet service required. Broadband technologies allowed are DSL, Cable, and Fiber-Optic. All other ISP (Internet Service Provider) technologies are not allowed. Colleague will be required to provide Hyatt with adequate certification of service from provider.

• If your ISP provided equipment or your internal network contains a firewall, you must “unblock” or enable “pass through” settings for all communication ports.
• Non-work related activities performed by you or others in your household such as gaming (e.g., XBox, Playstation, etc.) or media streaming (e.g., Netflix, Hulu, etc.) during working hours will impact your Hyatt supplied equipment’s performance.
• Your high-speed internet service is expected to be reliable, connected, and sufficiently fast to enable you to perform your work for Hyatt without disruption or lag (slowness) throughout your shift.

2. Surge Protector

3. Cable/DSL modem

4. Router. Router with Ethernet ports for wired connection to thin client and IP Phone. Router can be integrated into the modem device provided by your ISP.

5. Multi Factor Authentication Capability. The ability to receive a phone call or utilize a smartphone/tablet mobile application for Multi Factor Authentication (security system used when accessing Hyatt systems) when logging in to Hyatt provided thin client equipment. It is required each and every time you are authenticating (logging in) to Hyatt provided thin client equipment to start your work day.

Examples (You only need one of these):

• Local telecommunication provider land line or residential Voice over IP phone service with dedicated phone number.
• Dedicated cell phone
• Dedicated Android or Apple iOS smartphone/tablet capable of receiving a phone call or the utilization of the Microsoft Authenticator application obtained from the Google or Apple Store.

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.