Guest Experience Officer

Job Description

Job Title:                Guest Experience Officer

This role serves as the first contact point for customers and visitors at SPS HK client locations  (Bank Branches / Premier Centres/ Business Centres) to deliver excellent customer experience in front desk operations.

Responsibilities

• Warmly greet clients as they enter the lobby, ensuring they feel welcomed and valued.
• Answer, screen, and route walk-in enquiries promptly; take detailed messages when necessary.
• Respond to basic inquiries regarding banking services, operation hours, or online banking platforms.
• Manage guest flow to minimize wait times and enhance the client experience.
• Coordinate with bank staff to ensure clients are promptly attended to.
• Schedule appointments for clients with banking advisors or specialists as needed.
• Communicate any special client needs or preferences to the relevant staff members.

Requirements

• Tertiary educated or above, with 1-year relevant experience in banking/financial sector, property management, hospitality or customer service.
• Fresh graduates with some part time customer service / front desk operations experience will be considered.
• Basic skill in Microsoft Office Applications and Office Equipment Operations (fax, printer)
• Possess active listening skill; able to access customer needs
• Pleasant personality with good presentation, communication and interpersonal skills
• Fluent in both spoken and written English and Chinese, Mandarin is an advantage but not a must.