Guest Service Agent - OSS Operator

Job Summary**

The Guest Service Agent - OSS Operator is responsible for providing seamless and efficient telecommunications services to guests and internal departments, acting as the central communication hub of the hotel and ensuring all calls are handled professionally and promptly.

Job Responsibilities**

• Operate the hotel's telephone exchange system (OSS) efficiently, answering all incoming calls and directing them to the appropriate departments or guests.
• Handle guest requests and inquiries, including wake-up calls, message taking, and general information, with a high level of professionalism and discretion.
• Process internal calls and inter-departmental communications, ensuring timely and accurate message delivery.
• Monitor and respond to emergency calls and alarms according to established hotel procedures.
• Maintain accurate records of guest messages, wake-up calls, and other relevant communication data.
• Assist guests with basic technical support related to in-room entertainment or communication systems.
• Collaborate with other departments, such as Front Office, Concierge, and Housekeeping, to ensure guest satisfaction.
• Provide excellent customer service, anticipating guest needs and exceeding expectations.
• Adhere to all hotel policies and procedures, including those related to guest privacy and data security.
• Report any equipment malfunctions or issues to the appropriate personnel promptly.

Job Qualifications**

• High school diploma or equivalent; a degree or diploma in Hospitality Management is a plus.
• Previous experience in a similar role within a luxury hotel environment is highly desirable.
• Proficiency in operating multi-line telephone systems and hotel software (e.g., Opera PMS).
• Excellent verbal communication skills in English; proficiency in Cantonese and/or Mandarin is a significant advantage.
• Strong active listening skills and a clear, professional telephone etiquette.
• Ability to remain calm and composed under pressure, especially during busy periods or emergencies.
• Exceptional organizational skills and attention to detail.
• Customer-focused with a strong commitment to delivering outstanding service.
• Ability to work flexible shifts, including evenings, weekends, and public holidays, as per operational needs.
• A positive attitude and a team-player mentality.