Guest Service Agent - Mandarin
Core
Handle all aspects of guest service to maximize satisfaction, including check-in, VIP recognition, complaint resolution, and cross-department coordination.
Role type
Guest Service Agent (Front Office)
Builds
Guest experiences and hotel service delivery
Domain
Luxury Hospitality
Deliverable
client delivery
Required skills
Guest relations, complaint handling, VIP management, inter-departmental coordination, sales promotion, profile management, pre-arrival preparation, departure management
Preferred skills
Mandarin, English, rapport building, multi-cultural environment adaptation
Technologies
Hotel management systems (implied by profile/arrival checks)
Responsibilities
Greet guests upon arrival and departure, handle guest complaints and follow up on corrective actions, coordinate with Concierge and Housekeeping for special requests, promote in-house facilities and loyalty programs, maintain and update guest/VIP profiles, inspect VIP rooms prior to arrival, send pre-arrival and post-departure communications
Seniority
Individual Contributor, 2+ years experience