Front Desk Agent - Chinese Speaker (225-723)

The Front Desk Agent is a crucial role in ensuring a smooth and welcoming experience for guests at the hotel. As the primary point of contact for guests, the Front Desk Agent is tasked with addressing inquiries, managing check-ins and check-outs, and providing exceptional customer service to enhance guest satisfaction. For this position, we seek a candidate proficient in Chinese to cater to our diverse clientele and support non-English speaking guests. The ideal candidate will possess strong communication skills, a friendly disposition, and a genuine willingness to help guests with their needs. A high degree of professionalism and the ability to work in a fast-paced environment are essential for success in this role.

Responsibilities

• Greet and assist all guests upon arrival with a friendly and professional demeanor.
• Manage the check-in and check-out processes efficiently and accurately.
• Respond to guest inquiries and provide information about hotel services and amenities.
• Handle guests' complaints and resolve any issues promptly and effectively.
• Maintain an organized front desk area, ensuring it is tidy and presentable.
• Communicate clearly with housekeeping, maintenance, and other departments to meet guests' needs.
• Ensure proper handling and storage of guest luggage and personal items.
• Verify reservation information, confirm room availability, and process payments securely.
• Utilize hotel reservation software to manage bookings and guest accounts seamlessly.
• Provide personalized recommendations for local dining, attractions, and activities.
• Assist in coordinating transportation services and answering travel-related questions.
• Promote loyalty programs and other promotional offers to maximize guest satisfaction.

Requirements

• Proficiency in both Chinese and English languages, speaking and comprehension.
• Previous experience in a customer service or hospitality role is highly desirable.
• Strong interpersonal skills and the ability to work in a team environment.
• Ability to multitask and maintain composure in a fast-paced work setting.
• Knowledge of hotel management software is an advantage but not mandatory.
• Flexibility to work varying shifts, including nights, weekends, and holidays.
• High school diploma or equivalent; additional hospitality certification is a plus.