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Hyatt Centric Victoria Harbour Hong Kong Hiring! Full Time Guest Services Manager (Telephone Services) in Hong Kong - Ricebowl
Guest Services Manager (Telephone Services)
Hyatt Centric Victoria Harbour Hong Kong
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Job Description
Responsibilities
Summary
- Manage and oversee the daily operation of the hotel's telephone and guest communication services.
- Ensure all guest calls, requests, and inquiries are answered promptly and professionally.
- Coordinate guest requests with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments.
- Monitor call handling performance, service levels, and guest satisfaction.
- Handle guest complaints, escalations, and service recovery cases.
- Train, coach, and motivate associates to deliver exceptional service.
- Prepare staff schedules and ensure adequate departmental coverage.
- Maintain accurate records of guest requests and operational reports.
- Promote hotel facilities, outlets, services, and revenue-generating opportunities.
Qualifications
- Diploma or Degree in Hospitality Management or a related discipline.
- Minimum 5 years of experience in Telephone Operations, Guest Services, Front Office, or Rooms Operations in an international hotel.
- At least 2 years of experience at the Assistant Manager level or above is preferred.
- Strong leadership, communication, coaching, and problem-solving skills.
- Proficiency in Opera Cloud, PBX/telephone systems, and Microsoft Office applications.
- Excellent command of spoken and written English, Cantonese and Mandarin.
- Service-oriented, detail-minded, and able to work effectively under pressure.
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