Guest Experience Lead — Hotel (Multilingual)

Empire Hotels; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

Empire Hotels is looking for a Customer Services Officer to manage guest calls, reservations and internal communications. The role focuses on delivering courteous service and coordinating hotel operations to meet guest needs in a dynamic front desk environment.

Ideal candidates have at least 3 years in the hotel industry, strong Cantonese/English/Mandarin skills, and willingness to work shifts. Immediate availability is preferred, with consideration for less experienced applicants to join the

Qualifications

• Proactive, responsible, pleasant, patient and good communication and interpersonal skills.
• At least 3 years of related experience in the hotel industry, preferred in a call centre.
• Good command of both written and spoken Cantonese, English and Mandarin.
• Shift duty required.
• 8 days off per month.
• Immediate and short‑notice availability preferred.
• Candidates with less experience may be considered for the Customer Services Officer role.

Responsibilities

• Handling all incoming telephone calls related to guest requests and enquiries.
• Placing internal job orders.
• Handling reservation enquiries, room reservation requests and confirming reservations.
• Coordinating hotel operations to satisfy guests’ needs.

Skills

Cantonese

English

Mandarin

Education

Diploma or equivalent

Job description

Empire Hotels is looking for a Customer Services Officer to manage guest calls, reservations and internal communications. The role focuses on delivering courteous service and coordinating hotel operations to meet guest needs in a dynamic front desk environment.

Ideal candidates have at least 3 years in the hotel industry, strong Cantonese/English/Mandarin skills, and willingness to work shifts. Immediate availability is preferred, with consideration for less experienced applicants to join the