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Guest Service Center Operator

Beijing, China

Guest Service Center Operator

  • Beijing
  • Rooms Division
  • Full time
  • Closing at: Feb 28 2022 at 23:55 HKT

Duties and Responsibilities:

  • Answering hotel’s main telephone number and connecting guests and colleagues to the correct telephone extension
  • Greeting all callers with a warm and sincere greeting
  • Anticipating and recognizing individual guest needs
  • Passing on requests in a timely and accurate manner to appropriate colleagues
  • Delivering personalized wake-up calls within 2 minutes of agree upon time in a clear and pleasant voice
  • Taking restaurant reservations during the restaurant’s non-operating hours
  • All telephone calls will be answered within 3 rings, using correct salutations and telephone etiquette.
  • All callers will be asked for permission before being placed on hold
  • An acknowledgement is made before transferring or connecting a call
  • Must be able to remain calm and communicate clearly with Guests, Management and colleagues in the event of an emergency
  • Telephone will be the main command centre in the event of an emergency
  • Ability to input and access data in a computer.
  • Ability to focus attention on guest needs, remaining calm and courteous.
  • Ability to understand guests’ inquiries and provide responses.
  • Ability to ascertain caller’s needs and comply with such to ensure caller’s satisfaction.
  • Ability to prioritize, organize and follow up.
  • Ability to maintain confidentiality of all guest information and pertinent hotel data.
  • Ability to ensure security of guestroom access.
  • Ability to work well under the pressure of processes multiple tasks within any given period of time.
  • Ability to remain stationary at an assigned post for an extended period of time.
  • Ability to perform job functions with minimal supervision.
  • Ability to be flexible as the job changes.
  • Ability to analyse and resolve problems exercising good judgment.
  • Ability to work flexible hours, including weekends, holidays, evenings and nights if necessary.

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