Senior Guest Service Centre Agent (Call Centre)

About the role

The Senior Guest Service Centre Agent will handle inbound calls from prospective and in‑house guests at Kimpton Tsim Sha Tsui Hong Kong. You will provide accurate information about hotel amenities, services and local attractions, ensuring each guest feels recognised and receives a personalised experience.

Key responsibilities

• Efficiently manage a high volume of incoming guest calls.
• Share detailed information on hotel facilities, services and nearby attractions.
• Collaborate with other departments to fulfil guest requests promptly.
• Stay updated on hotel policies, promotions and procedures.
• Address guest concerns and complaints professionally, achieving satisfactory resolutions.

Required profile

• Minimum 1 year of experience in a similar guest‑service or call‑centre role (fresh graduates are also considered).
• Bachelor’s degree in hotel management or a related field.
• Excellent spoken and written English, Cantonese and Mandarin.
• Strong interpersonal skills and ability to work collaboratively across departments.
• Respect for diverse cultures and a team‑oriented attitude.

Required skills

• Fluency in English, Cantonese and Mandarin.