Senior Guest Services Specialist – Multilingual Concierge

Kimpton Tsim Sha Tsui Hong Kong; Hong Kong; On-site; HKD 223,000 - 246,000; Full time

Job summary

Kimpton Tsim Sha Tsui Hong Kong is seeking a Senior Guest Service Centre Agent to manage incoming calls from prospective and in-house guests, providing accurate information about hotel amenities and services while personalizing the guest journey.

You will handle a high volume of calls, share details about facilities and local attractions, work with other departments to fulfill requests, stay current with policies, and address concerns professionally to ensure guest satisfaction.

Qualifications

• Minimum 1 year work experience in related positions (fresh graduates welcomed)
• Bachelor's degree in hotel management or equivalent
• Excellent communication skills in English, Cantonese, and Mandarin
• Strong interpersonal skills to interact with guests and collaborate cross-departments
• Team player who respects cultures and diversity
• Service-oriented, proactive, discreet and detail-oriented
• Familiarity with Opera, Stay Please, Alliants is a plus
• More experienced candidates may be considered as Senior Guest Service Centre Agent

Responsibilities

• Efficiently manage a high volume of incoming calls and respond timely to guest inquiries
• Share detailed information about hotel amenities, services and local attractions
• Collaborate with other departments to fulfill guest requests promptly and accurately
• Stay up-to-date with hotel policies, procedures and promotions to provide accurate information
• Address guest concerns and complaints professionally, ensuring satisfactory resolutions

Skills

English proficiency

Cantonese

Mandarin

Multilingual communication

Interpersonal skills

Teamwork

Customer service

probing & upsell

Operating knowledge

Discreet service

Education

Bachelor's degree in hotel management

Tools

Opera

Stay Please

Alliants

Job description

Kimpton Tsim Sha Tsui Hong Kong is seeking a Senior Guest Service Centre Agent to manage incoming calls from prospective and in-house guests, providing accurate information about hotel amenities and services while personalizing the guest journey.

You will handle a high volume of calls, share details about facilities and local attractions, work with other departments to fulfill requests, stay current with policies, and address concerns professionally to ensure guest satisfaction.