Customer Service Representative

2 weeks ago


Tsuen Wan, Tsuen Wan District, Hong Kong SAR China Chinachem Group Full time

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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