Operations Customer Expert, Luxury Hotel - Korean Speaking (KL based)

Operations Customer Expert (Hotel) - Korean Speaker (Kuala Lumpur based)

Office Location

TP Office @ G Tower, Kuala Lumpur, Malaysia

Working Hours

8am to 11pm (9 hours/day, rotational, subject to change), 5 days/week

Job Overview

As an Operations Customer Expert for luxury hotel, you will be the first point of contact for esteemed guests, ensuring their needs are met with efficiency, professionalism and a sense of luxury. Your role is pivotal in creating memorable guest experiences by managing hotel, restaurants, spas, entertainment and transportation reservations, facilitating in-room dining orders, and handling all in-house guest requests. You are the heart of the house, providing exceptional service and assisting everyone you interact with.

Key Responsibilities

Cultivate a luxurious and personalized guest experience by going "Above & Beyond" to create lasting memories for every guest.

• All-in-One Concierge: Manage premium reservations for Hotel stays, Fine Dining (13+ venues), Spa, Transportation, and Entertainment.
• Omni-channel Support: Deliver prompt and accurate information via phone, email, and chat with a genuine sense of care.
• Professional Problem Solving: Ensure First Call Resolution for inquiries and complaints while strictly adhering to privacy and safety protocols.

Qualifications & Skills

• Excellent communication skills, both verbal and written.
• Proficient in English (fluent) & Korean (TOPIK II Lv. 5 or above preferred).
• Detail in work, ensuring accuracy in information provided and recorded during guest interactions.
• Ability to handle multiple tasks simultaneously while maintaining guest service levels and expectations.

Preferred Requirements

• Minimum 2 years of experience within the hospitality industry (Hotel, Airline or Restaurant) in a guest-facing or call center role is an advantage.
• The ability to think quickly and resolve issues efficiently and creatively.
• Flexible and able to handle various inquiries and adapt to changing situations.
• University or College Degree in Hotel or Business Administration.