Customer Service Personnel (Hospitality Sector)

Customer Service Personnel (Hospitality Sector)

Our client is seeking a Customer Service Personnel to join their local Operations team. In this key role, you will play an essential part in delivering exceptional customer service, fostering strong client relationships, and ensuring that every client interaction aligns with the highest standards of hospitality.

Key Responsibilities:

Daily Operations:

• Maintain a high level of professionalism and alertness at the front desk, anticipating and responding to client needs and inquiries.
• Manage incoming phone calls efficiently, ensuring a warm and friendly tone.
• Oversee office unit and PABX system setup, and handle client requests for these services.
• Coordinate postage, courier services, and manage both incoming and outgoing mail and deliveries.
• Organize conference room bookings, refreshments for meetings, and other special requests.
• Provide secretarial and administrative support as needed.
• Conduct client check-in and check-out processes.
• Engage in up-selling and cross-selling to maximize revenue opportunities.

Service Standards:

• Ensure that client requests and concerns are handled with professionalism and care, resolving issues and feedback promptly.
• Contribute to the continuous improvement of service standards within the team.
• Maintain consistent premium service standards throughout all client interactions.

Internal Collaboration:

• Build and maintain positive relationships with colleagues and stakeholders.
• Support local Operations in maximizing profitability, efficiency, and productivity.

Key Performance Indicators (KPIs):

• Client satisfaction and feedback.
• Professional and friendly meet and greet of clients.
• Answer incoming phone calls within three rings, maintaining a professional and friendly tone.
• Prioritize and fulfill client requests to exceed expectations.
• Maintain premium service standards across all interactions.
• Proactively up-sell services to drive company revenue and profitability.

Job Requirements:

• Minimum of (02) two years of customer service and administrative experience, preferably in a hotel front desk or club floor environment.
• Customer-oriented with excellent interpersonal and communication skills.
• Positive attitude, a team player with the ability to work under pressure while managing multiple tasks.
• Fluency in English and another mainstream local language (depending on location).
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Strong telephone etiquette and ability to perform secretarial tasks under tight deadlines.
• Willingness to work overtime when necessary.