Senior / At Your Service Agent (Telephone Operator)

Courtyard by Marriott Hong Kong; Hong Kong; On-site; HKD 167,000 - 257,000; Full time

Job summary

Courtyard by Marriott Hong Kong is seeking an attentive Guest Services Agent to handle the switchboard, assist guests with information, and coordinate requests with other hotel departments. The role requires fluency in English, Cantonese and Mandarin and the ability to work under busy conditions.

You will join a hospitality-focused team on Connaught Road West, Hong Kong, with opportunities for career growth.

Qualifications

• Good spoken, written, and reading ability in English, Cantonese and Mandarin.
• Proactive, with strong communication and problem-solving skills.
• Able to work under pressure.
• Degree or diploma holder of Hospitality or related studies.
• Previous hotel-related experience (especially in F&B) is preferable.
• Senior AYS Agent will be considered for more experience.

Responsibilities

• Operate telephone switchboard to answer calls.
• Provide information about room features, amenities, and local areas.
• Process requests and assist guests (wake-up calls, internet issues, etc.).
• Log guest requests and coordinate with appropriate departments.
• Advise guests of messages and deliver to rooms as required.
• Other duties as assigned by Supervisor.

Skills

English Cantonese Mandarin

Communication skills

Ability to work under pressure

Education

Hospitality degree or diploma

Job description

Courtyard by Marriott Hong Kong is a leading business hotel on Hong Kong Island, offering an intimate conference room space and complimentary shuttle service to nearby corporate hubs. Many of our guest rooms and suites boasts picturesque views of the nearby Victoria HARBOUR and beyond, allowing our guests to soak in the scene in Sai Ying Pun. We're located a six-minute walk away from the MTR subway – HKU station of Island Line where guests could travel with ease to our downtown Hong Kong hotel.

Begin. Belong. Become.

In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Job Responsibilities

• Operate telephone switchboard station in order to answer telephone calls
• Provide information to guests about room features, property amenities, and local areas of interest
• Answer all guest calls to process their requests (e.g. wake up calls, screening calls), provide assistance (e.g. internet access issues) and address their concerns
• Log all guest requests or issues into computer accurately, contact appropriate individual or department (e.g. F&B, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction
• Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required
• Other duties as assigned by Supervisor

Requirements

• Good spoken, written and reading ability in English, Cantonese and Mandarin
• Proactive, with strong communication and problem-solving skills
• Able to work under pressure
• Degree or diploma holder of Hospitality or related studies
• Previous hotel related working experience (especially in F&B) is preferable
• Candidates with more experience will be considered as Senior AYS Agent

Location: 167 Connaught Road West, Hong Kong

Tel: 3717 - 8898

Fax: 3717 - 8897

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc. and Great Places to Work Institute, among others.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.