The Middle House - Shanghai
Guest Experience
Employment Type
Ref. No.
Job Posted Date
Tuesday, November 30, 2021

Purpose of Role

As a Call Centre Intern, you’ll work to handle all incoming and outgoing calls accurately and courteously and ensure a smooth internal communication with Guest Experience department and to other relevant departments.

Your success: Create a unique, memorable and personalised experience for each guest, ensure they are served with genuine care.

What you'll get?

At Swire Hotels, we ask a lot of our team members, which is why we give so much in return. In addition to your competitive salary and leave entitlement, we’ll shower you with perks, including:

  • Fun: Meet with hoteliers who bring playfulness at work each day!
  • Location: Access to three Metro lines nearby, get here quickly thanks to our highly accessible location
  • Fun:  Meet with hoteliers who bring playfulness at work each day!
  • Development: Trainings to enhance your skills to upgrade yourself & equip you for challenges ahead in the evolving environment!
  • Authenticity: You got accessories, hair dyes or tattoos? No worries, we accept the stylish you!

What you'll need?

  • Education: Completing a Hospitality course in a technical college or hotel school preferable
  • Skills: Effective interpersonal skills team player
  • Personality: Outgoing, people orientated personality. Goal driven personality, wants to grow and learn

What you'll do?

  • Provide a clear handover during shift changes
  • Demonstrate a timely and effective communication of all complaints/ comments to Guest Experience Manager as appropriate
  • Maintain a high standard of cleanliness and correct working practice
  • Compile with company grooming standards
  • Attend key briefings and training sessions
  • Process all incoming and outgoing calls accurately and courteously
  • Ensure smooth internal telecommunication as per hotel standards
  • Record and controls accurately wake up calls
  • Page guests in co-operation with concerned departments
  • Abide by principles of guest privacy
  • Handle guests needs or requests and reports complaints to the Call Centre Supervisor or Guest Experience Managers
  • Abide by standards policies and procedures governing cases of emergency strictly such as fire, bomb scare and other emergency situations
  • Advise defects on switchboard equipment to supervisor
  • Perform related duties and special projects assigned
  • Demonstrate awareness of OH&S policies and procedures and ensures all procedures are conducted safely and within OH&S guidelines
  • Initiates action to correct a hazardous situation and notifies supervisors of potential dangers

Swire Hotels make sure that every job applicant and employee has equal employment opportunities. You will not be disadvantaged because of your sex, pregnancy, disability, race, marital status, family status, age or sexual orientation during your employment or when applying for a job with us. What matters to us is that you are the best person for the job and that you do a good job. All Information collected will be used for employment purpose only. Applicants who do not hear from us within six weeks of application should consider their applications unsuccessful. Unsuccessful applications will be destroyed after an appropriate time.



Sounds interesting for you? Apply now.

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