Requisition ID: 1405

Receptionist - Trio

Job Summary

The job holder is responsible for administering the daily operations of customer service functions, ensuring a high level of service across various areas such as concierge, security, activity rooms, and parking facilities. Collaborating with team leaders and managers, the job holder focuses on delivering exceptional service and meeting key performance indicators (KPIs) to enhance the overall customer experience. Engaging with customers during operational hours and providing a seamless service journey are central to this position.

Major Tasks

Administer daily operations by maintaining high service standards to ensure guest satisfaction and achievement of key performance indicators (KPIs), while handling general inquiries, feedback, and incidents.
Oversee concierge functions, managing various services including sales of event tickets, distribution of materials, handling bookings, and addressing customer inquiries both in-person and via phone.
Coordinate resources and maintenance to ensure all assets are well-maintained, working with relevant teams for repairs and managing equipment requests within budgetary constraints.
Provide administrative support by assisting with daily operations through office tasks, ensuring smooth functioning across various service areas while helping team members as needed.
Deliver excellent customer service by engaging with customers in public venues, addressing their inquiries and concerns promptly and professionally, while promoting a positive experience.
Implement service improvements by identifying service gaps and collaborating with different teams to initiate and execute strategies that enhance service delivery and customer experience.
Ensure compliance with all relevant policies and legal requirements, including responsible gambling practices, while undertaking additional duties as assigned by supervisors to support overall objectives.

Experience

Three years’ relevant experience
Good people skills
Good communication skills in both English and Chinese, including general knowledge of Mandarin
Understanding of restaurant etiquette
Good customer service skills
Patient and friendly with problem solving skills
Excellent phone etiquette
Knowledge and experience in using booking systems
Possess retentive memory to remember bookings
Ability to pay attention to details
Ability to stand and walk for extended period