Guest Services Manager (Telephone Services)

Job description

· 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.

Desired profile

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.