Guest Services Manager (Telephone Services)

Hyatt Centric Victoria Harbour Hong Kong is an abiding big family thronged with fueled enthusiasts! Care is at the heart of our business; we care for people so they can be their best!

Responsibilities

• 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.

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.