Guest Services Manager (Telephone Services)

Hyatt Centric; Hong Kong; On-site; HKD 360,000 - 480,000; Full time

Job summary

Hyatt Centric Victoria Harbour in Hong Kong seeks an experienced hospitality professional to manage the daily operation of the hotel's telephone and guest communication services. You will ensure guest calls, requests, and inquiries are answered promptly and professionally.

You will coordinate guest requests with Front Office, Housekeeping, Engineering, and Food & Beverage, monitor service levels and guest satisfaction, and support service recovery when needed.

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 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 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

Opera Cloud

PBX/telephone systems

Microsoft Office

Education

Hospitality degree or diploma

Tools

Opera Cloud

PBX/telephone systems

Microsoft Office

Job description

Organization- Hyatt Centric Victoria Harbour, Hong Kong

• 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.

Summary

• 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.

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.