Position Summary The Guest Care Agent is responsible for providing professional, efficient and courteous customer service on the phone while adhering to company#s service standards. Identify all in-house guest needs and handle theirrequests appropriately to meet or exceed guests expectationPrimary Responsibility # Ensure all calls and messages are handled in a prompt, polite and accurate manner # Take personal responsibility for in-house guest requests,questions and assist them with their needs, ensuring all requests are followed through and completed; Follow-up with relevant department (if necessary) to ensure the request has been acted upon # Take requests for wake-up calls and follow through to ensure our in-house guests receive their wake-up call at the requested time # Maintain and display a full knowledge of all services, products, events and activities offered by the company, as well as keeping abreast of up-coming events, local attractions, restaurants and entertainment shows in town so that accurate and prompt information is provided to our customers # Maintain current knowledgeof policies and procedures pertaining to all areas of operation and reporting requirements # Record and process requests / messages accurately for our guests / customers and associated departments, utilizing the systems and technology # Report all customer complaints and service requirements to appropriate personnel / department in a timely and efficient manner to minimize customer dissatisfaction # Communicate any emergency situation to immediate Supervisor and Department Head # Complete shift checklist and following through on responsibilities # Accept any other duties and responsibilities as and when assigned by the SupervisorRequirements # Ability to accommodate 5-day rotating work shift a week and take scheduled lunch break # Strong spoken Cantonese, English and Mandarin. With knowledge of other languages (e.g. Japanese, Korean) isan advantage # Ability to multi-task in a fast-paced, high-volume environment # Ability to learn, retain and apply large amounts of product, policy, procedure and system information. Computer skill is mandatory fordaily operation. With knowledge of hospitality related systems / softwares is an advantage(e.g. PMS, HotSOS) # Have exceptional guest relationskills and be passionate about looking after people # Good team playerwithprofessional and courteous demeanor # Displays a high commitment to achieve agreed objectives, improving customer service, take accountability and incorporate constructive feedback to improve performance # Flexibility in responding tochange or business needs