Guest Services Agent - MHS

Operations:

• To ensure that all VIP arrival rooms are checked and amenities are replenished in the rooms prior to the guest’s arrival

• To welcome and bid farewell to all VIP guests

• To develop and maintain close business contacts with house guests and to provide personalized service whenever possible

• Attend to guests’ requests and thoroughly investigate guest complaints

• Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department

• Support the Reception team in relation to KPI achievement, upselling targets, My Millennium sign ups and Revinate scores

• Assist DM with regard to complaint handling.

Guest Services:

• Provide guests with access to hotel services, forward in-room meal requests, and ensure that mail, faxes and packages are delivered in a timely manner

• To deal with irate guests and find ways to resolve issues to the guests’ satisfaction

• To serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations, and providing other information about the locale

• To lead as a role model in terms of service and Revinate scores.

Must be willing to work rotating shifts and weekends (including public holidays). Able to speak Mandarin, in addition to English. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.