Job Purpose: Manage the daily FCS jobs of the Bell team. Answer incoming calls promptly, dispatch Bellperson and to provide professional and courteous service to all callers.

Key Responsibilities

• Answering incoming calls, handle requests of jobs from other departments or Front Services Management
• Monitor the status of jobs status on the FCS dashboard
• Assign tasks to Bellperson promptly, effectively and equitably
• Clean and tidy Bell dispatch office
• Record the number of calls / jobs received daily
• Maintain monthly service activity log
• Manage filing system
• Adapt to changes such as system downtime or shortage of manpower
• Alert Captain about any challenges that arise
• Perform duties assigned by Captains
• Manage multiple projects simultaneously, prioritise work and follow through on issues in a timely manner
• Accept any additional duties assigned by Management
• Coordinate with relevant departments and managers to satisfy guest/employee needs.
• Be responsive and provide courteous, professional and personalised service to maximise guest satisfaction
• Identify VIPs, regular and long staying guests and provide an efficient service to guest
• Address guests’ requests and handle complaints promptly
• Inform Front Service Management team about guests’ comments

Competencies and Requirements:
Experience: Previous customer service experience in a 5-star hotel is an advantage
Knowledge/Certificates: n/a
Education: Secondary school diploma or above
Language Ability: Good English, Cantonese and Mandarin
Computer Skills: Proficient in MS Office and Outlook; Opera and / or FCS is an advantage