Guest Services Manager – Telephone Services

About the role

The Guest Services Manager – Telephone Services leads the hotel’s telephone and guest communication operations, ensuring every guest call and request is handled promptly and professionally.

Key responsibilities

• Manage daily operation of the telephone and guest communication services.
• Coordinate guest requests with Front Office, Housekeeping, Engineering, Food & Beverage and other departments.
• Monitor call handling performance, service levels and guest satisfaction.
• Handle guest complaints, escalations and service recovery cases.
• Train, coach and motivate associates to deliver exceptional service.
• Prepare staff schedules and maintain adequate departmental coverage.
• Maintain accurate records of guest requests and operational reports.
• Promote hotel facilities, outlets, services and revenue‑generating opportunities.

Required profile

• Diploma or Degree in Hospitality Management or a related discipline.
• Minimum 5 years experience in telephone operations, guest services, front office or rooms operations in an international hotel.
• At least 2 years experience at Assistant Manager level or above (preferred).
• Strong leadership, communication, coaching and problem‑solving abilities.
• Excellent spoken and written English, Cantonese and Mandarin.
• Service‑oriented, detail‑minded and able to work effectively under pressure.

Required skills

• Opera Cloud
• PBX/telephone systems
• Microsoft Office applications