Senior Guest Service Centre Agent / Guest Service Centre Agent (Call Centre)

As a Senior Guest Service Centre Agent / Guest Service Centre Agent at Kimpton Tsim Sha Tsui Hong Kong, you will be responsible for managing incoming calls from both prospective and in-house guests. Your role is crucial in addressing inquiries and providing accurate information about our hotel amenities and services. By following the Kimpton Guest Journey, you will recognize each guest as a unique individual and create memorable, personalized experiences.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

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

What we need from you

• A minimum of 1 year work experience in related positions (fresh graduates are also welcomed)
• A bachelor's degree in hotel management or equivalent
• Excellent communication skills in spoken and written English, Cantonese, and Mandarin; knowledge of other languages is an advantage
• Strong interpersonal skills to effectively interact with guests and collaborate across departments
• A great team player who respects all cultures, welcomes different perspectives, and celebrates diversity
• A commitment to service excellence, with a proactive, discreet, and detail-oriented approach
• Proficiency in Opera, Stay Please, and Alliants is a plus
• Candidate with more experience will be considered as Senior Guest Service Centre Agent