**Description:** The position is primarily responsible for providing quality hotel and field support to the hotels in the specific region via automated ticketing sources, telephone calls, e-mail or other communication methods to ensure timely turn around in rate loading, hotel static content update requests and any other tasks as required by Distribution Services. The role focuses on delivering excellent customer service through accurate and efficient inquiry resolutions. 1. Consistently deliver excellent, high-quality customer service and system support 2. Provide first-level telephone, email, and other media contact support for hotels, colleagues, and third-party service providers 3. Clearly document interactions, incidents, and resolutions within the project database 4. While acting as a single point of contact, takes ownership and responsibility of issues from start through resolution 5. Uses problem-solving skills to troubleshoot daily challenges 6. Identifies process and document improvement opportunities and works with supervisory staff to take action and implement change 7. Develops effective, quality working relationships with other departments, groups, and personnel 8. Maintains system and program knowledge to provide accurate information and efficient customer service 9. Able to quickly learn new systems and adopt new processes/procedures **Qualifications:** 1. Previous experience working in a hotel or in the hospitality industry is a plus 2. High School diploma (or equivalent)，exposure to formal post- secondary education is a plus 3. Basic experience with Microsoft Office (Word, Excel, PowerPoint and Outlook) applications 4. Minimum 12 months experience with the Hyatt reservation system, Reserve, is preferred 5. Good communication skills (oral, written, and listening) 6. Strong time management and prioritization skills 7. Ability to adapt and flex to new pressures and priorities 8. Ability to apply a best practice mindset to achieve accurate and timely results 9. Open to change and accepting of new technologies **Primary Location:** CN-31-Shanghai **Organization:** Global Property and Guest Services Hub - Shanghai **Job Level:** Full-time **Job:** Global Property %26 Guest Services **Req ID:** SHA003713 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.