Documentation: Keep detailed and accurate records of customer interactions, process customer accounts, and file necessary documents in our CRM system.
Escalation Handling: Recognize complex issues and route them to the appropriate internal teams (e.g., tech support, billing) while keeping the customer informed.
Feedback Loop: Collect and share customer feedback with management to help improve our products and overall customer experience.
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Customer Service Management
Supervisory Skills
Hotel Operations
Mandarin Language Proficiency
Guest Relations
Problem-Solving
Team Leadership
Communication Skills
Documentation: Keep detailed and accurate records of customer interactions, process customer accounts, and file necessary documents in our CRM system.
Escalation Handling: Recognize complex issues and route them to the appropriate internal teams (e.g., tech support, billing) while keeping the customer informed.
Feedback Loop: Collect and share customer feedback with management to help improve our products and overall customer experience.
...
Customer Service Management
Supervisory Skills
Hotel Operations
Mandarin Language Proficiency
Guest Relations
Problem-Solving
Team Leadership
Communication Skills
Typical shift duties include opening and closing procedures, restocking, table resets, taking and processing orders, and professionally handling guest enquiries and feedback.
Placement into Captain or Crew roles is based on experience, attitude and on-shift performance, and we provide training and clear progression paths for candidates who grow with us.
Advance your leadership skills by running shifts as Captain, managing team assignments and handling on-the-spot coaching. Receive practical feedback to improve supervision and communication.
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Willingness to Learn
Teamwork
Customer Service
Food Safety & Sanitation
Presenting Menus
Multitasking
Conflict Resolution
Time Management
Social Perceptiveness
Coordinating
CRM & Guest Data Management: Build, organize, and systematically update our guest database to support personalized marketing initiatives and repeat guest retention.
Community Channel Operations: Drive the growth of our exclusive community channel (e.g., Telegram/WhatsApp Group). Keep members engaged through dynamic updates, exclusive promotions, upcoming event teasers, and interactive brand content.
Strong Communicator: Proficient in English (spoken and written) with an outgoing, approachable, and professional demeanor.
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Encourages and builds mutual trust, respect, and cooperation among team members.
Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
Ensures employee recognition is taking place on all shifts.
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Encourages and builds mutual trust, respect, and cooperation among team members.
Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
Ensures employee recognition is taking place on all shifts.
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Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.