Phone Services Manager – Guest Experience

Hyatt Centric Victoria Harbour Hong Kong; Hong Kong; On-site; HKD 279,000 - 446,000; Full time

Job summary

Hyatt Centric Victoria Harbour Hong Kong is seeking a Guest Services Manager (Telephone Services) to lead the daily operation of the hotel's telephone and guest communication services on Hong Kong Island.

You will coordinate guest requests with Front Office, Housekeeping, Engineering, Food & Beverage and other departments, monitor call handling performance and guest satisfaction, and train associates to deliver exceptional service.

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

Education

Diploma or Degree in Hospitality Management

Tools

Opera Cloud

PBX/telephone systems

Microsoft Office

Job description

Hyatt Centric Victoria Harbour Hong Kong is seeking a Guest Services Manager (Telephone Services) to lead the daily operation of the hotel's telephone and guest communication services on Hong Kong Island.

You will coordinate guest requests with Front Office, Housekeeping, Engineering, Food & Beverage and other departments, monitor call handling performance and guest satisfaction, and train associates to deliver exceptional service.