Guest Experience Manager – Telephone Services

hyatt; Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

Hyatt Hong Kong is seeking an experienced Assistant Manager to lead the daily operation of the hotel’s telephone and guest communication services, ensuring calls, requests and inquiries are answered promptly and professionally.

You will coordinate guest needs with Front Office, Housekeeping, Engineering and other departments, coach teams, monitor service levels, and promote facilities to maximize guest satisfaction and revenue 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.

Responsibilities

• 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.

Skills

Leadership

Communication

Coaching

Problem-solving

English

Cantonese

Mandarin

Education

Diploma or Degree in Hospitality Management

Tools

Opera Cloud

PBX/telephone systems

Microsoft Office

Job description

Hyatt Hong Kong is seeking an experienced Assistant Manager to lead the daily operation of the hotel’s telephone and guest communication services, ensuring calls, requests and inquiries are answered promptly and professionally.

You will coordinate guest needs with Front Office, Housekeeping, Engineering and other departments, coach teams, monitor service levels, and promote facilities to maximize guest satisfaction and revenue opportunities.