Guest Experience Lead — Front Desk & Check-In Pro

Portier Development Company Limited; Hong Kong; In loco; HKD 180.000 - 240.000; Tempo pieno

Descrizione del lavoro

The Arc House Hong Kong is seeking a Guest Service Officer to deliver front desk and guest services from check-in to check-out, ensuring a warm, seamless experience. You will handle guest inquiries, assist with payments, and contribute to a smooth audit process as needed.

Role requires English fluency, strong customer service, and the ability to work in a team with rotating shifts. You will support training, uphold security and safety standards, and help promote the hotel’s services and guest

Competenze

• Previous experience in a customer-focused industry.
• Cheerful outlook and excellent communication skills.
• Commitment to delivering a high level of customer service.
• Ability to work on your own and as part of a team.
• Willingness to work rotating shifts, weekends and public holidays.
• Fluent written and spoken English is required.
• Previous experience in cash and digital cash handling.
• Secondary education or above; a diploma in Hospitality, Hotel Management or a related discipline is preferred.
• Experience with Cloudbed PMS or other hotel property management systems.

Mansioni

• Achieve positive outcomes from guest queries promptly and efficiently.
• Ensure an efficient reception experience for guests, including check-in/out, and complete audit procedures as needed.
• Ensure that both the Front Office Manager and General Manager are fully aware of any relevant feedback from guests or other departments.
• Provide excellent customer service at all times.
• Attend required training programs and support continuous learning and development initiatives.
• Demonstrate knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties.
• Maximise room occupancy and use up-selling techniques to promote hotel services and facilities.
• Use the correct procedures for the acceptance of foreign currencies, credit cards, and cash following the hotel credit policy.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.

Conoscenze

Customer service

Communication

Teamwork

Cash handling

English fluency

Formazione

Diploma in Hospitality/Hotel Management

Strumenti

Cloudbeds PMS

Descrizione del lavoro

The Arc House Hong Kong is seeking a Guest Service Officer to deliver front desk and guest services from check-in to check-out, ensuring a warm, seamless experience. You will handle guest inquiries, assist with payments, and contribute to a smooth audit process as needed.

Role requires English fluency, strong customer service, and the ability to work in a team with rotating shifts. You will support training, uphold security and safety standards, and help promote the hotel’s services and guest