Customer Service Representative
2 weeks ago
Job Overview:
The Front Office Support Specialist plays a vital role in ensuring seamless guest experiences at our hotel. This includes providing accurate and effective one-stop service to guests, responding promptly to incoming calls, and directing calls to the right destinations in a smooth, courteous, clear, and professional manner.
This position requires excellent communication skills, with fluency in English, Cantonese, and Putonghua. Additionally, the ideal candidate should possess good interpersonal skills, be friendly and guest-oriented, mature and positive-minded, and have common sense.
Responsibilities:
- Provide accurate and effective one-stop service to guests
- Respond to incoming calls in a timely manner and direct calls to appropriate destinations
- Handle all calls courteously and transfer them accurately as required
- Ensure release of information is consistent with all privacy policies
- Provide updated telephone enquiries, e.g., temperature, weather forecast, typhoon, etc.
- Liaise with overseas call operators on all long-distance assistance calls
- Log and handle wake-up calls as requested and ensure they are carried out accurately and timely
- Block and release IDD lines upon request
- Handle hotel job dispatch system
- Take and deliver messages to guests and internal departments
- Monitor and control music on hold system of the PABX system
- Ensure typhoon and bad weather news are recorded, updated, and delivered to departments concerned timely and accurately
- Respond quickly and accurately to disaster and emergency situations and inform the Emergency Response Team to take further action
- Act as a communication channel to coordinate with the Emergency Response Team when emergencies arise
- Alert and report on malfunctioned equipment or irregularities found to concerned departments and/or immediate supervision for immediate rectification without interrupting operational effectiveness and/or guests
- Maintain cleanliness and neatness of work area
- Have knowledge of hotel services and guest rooms and be attentive to all events which take place in the hotel
- Be familiar with and follow all hotel safety and accident prevention procedures
- Any other relevant projects and duties as assigned by superior
Requirements:
- F.5 standard;
- Vocational Training with Front Office operation studies or equivalent;
- Fluent spoken English, Cantonese, and preferably Putonghua;
- Good interpersonal and communication skills;
- Friendly and guest-oriented;
- Mature and positive-minded with common sense;
- Knowledge of other Chinese dialects or foreign languages is welcomed;
- Aligned with the group's Core Values: Liveliness, Heart2Heart, Oneness, Trust, Excellence, and Learning.
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