Service Call Centre Operator

Job Overview

Provides prompt and accurate call centre services to both internal and external call and handle the daily service call centre activities as according with Hotel SOP.

Responsibilities

1. Provide accurate and effective one stop service to guest.
2. Responds to incoming calls in a timely manner and direct calls to appropriate destination in a smooth, courteous, clear and professional way.
3. Handles all calls courteously and transfers the calls accurately as required.
4. Ensures release of information is consistent with all privacy policies.
5. Provides updated telephone enquiries e.g. temperature, weather forecast, typhoon, etc.
6. Liaises with overseas call operators on all long distance assistance calls.
7. Log and handle wake up calls as requested and ensure all wake up calls are carried out accurately and timely.
8. Blocks and releases IDD lines upon request.
9. Handles hotel job dispatch system
10. Takes and deliver messages to guests and internal department.
11. Monitors and controls music on hold system of the PABX system.
12. Ensures typhoon and bad weather news are recorded, updated and delivered to departments concerned timely and accurately.
13. Responds quickly and accurately to disaster and emergency situation and inform the Emergency Response Team to take further action.
14. Acts as a communication channel to coordinate with the Emergency Response Team when the emergency arose.
15. Alerts and reports on malfunctioned equipment or irregularities found to concern departments and/or immediate supervision for immediate rectification without interrupting operational effectiveness and/or guests.
16. Maintains cleanliness and neatness of work area.
17. Have knowledge of hotel services and guest rooms and be attentive to all events which take place in the hotel.
18. Be familiar with and follow all hotel safety and accident prevention procedures.
19. Any other relevant projects and duties as assigned by superior.

Responsibilities (Con't)

Requirements

1. F.5 standard;
2. Vocational Training with Front Office operation studies or equivalent;
3. Fluent spoken English, Cantonese and preferably Putonghua;
4. Good interpersonal and communication skills;
5. Friendly and guest oriented;
6. Mature and positive minded with common sense;
7. Knowledge of other Chinese dialects or foreign languages is welcomed;
8. Aligned with the group's Core Values: Liveliness, Heart2Heart, Oneness, Trust, Excellence and Learning.

Personal Data Privacy

We are committed to protecting the privacy, confidentiality and security of the personal data that we hold by complying with the requirements of Personal Data Privacy Ordinance with respect to the management of personal data. Your personal data collected and kept by us, recorded and stored in electronic and paper format, will be used for the purpose of the recruitment purposes and it will be stored for the time period necessary for the purpose for which it was collected.

The provision of your personal data is voluntary, but any refusal to provide such data shall carry with it the impossibility to process the information. It will not be disclosed to any third parties for other unrelated purposes without your prior consent. You have the right to request for accessing and correcting your personal data held by us by contacting Group Human Resources Department directly at 2280 2906.

We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within the Group, and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.