Capella Bangkok
  • THA
  • Salary
  • Full Time

5 Days Work Week / Annual Vacations / Provident Fund / Health and Life Insurance / Social Security / Uniforms / Duty Meal


Position Overview

Service Center provides creative solutions to our guests, responds with priority through phone, email and chat to special requests from guests catering to their unique needs. Contacts appropriate individuals or departments as necessary to resolve guest requests, or problems accordingly. Follows up with guests to ensure their requests or problems have been met to their satisfaction, always delivering an extraordinary level of customer service. Working to create memorable hospitality experiences throughout the guest stay, ensuring that "professional service" is always at the forefront of everything we do. As well as being responsible for guaranteeing the smooth operation and handling of all telephone, email and chat communication, provides quick, well organized, lively but polite telephone etiquette to guest and the hotel staffs adhere to hotels operating standards. And also communicate with House Manager / Personal Assistants Manager to increase the efficiency of Service Centre team by preparing timely reports.


The Role

  • Ensure consistent delivery of personalized service to guests through lively, caring conversation when communicating to all guests. Delivering flawless, upscale, professional and high class guest service experiences through phone call and all guest interaction.
  • To assist with incoming and outgoing calls efficiently and confidently according to telephone manner standards and accurately transfer of any incoming calls.
  • Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
  • Coordinate with all departments by passing requests when received, efficiently communicating any request or work order from guests accordingly.
  • Have a thorough understanding of all guest room features, amenity, in room facilities, hotel venues and emergency procedures and be able to orientate guests once being asked by guest through phone call.
  • Have a deep knowledge and maintain an up to date knowledge of the all hotel daily services, activities, promotion, and event.
  • Be the champion of Bangkok city, to know everything you need to know about city and be able to offer guests with reliable and personalized suggestions about their request e.g. local tourist spots, places to dine, shop and sight-see.
  • Stay updated on what's happening in Bangkok and provides guests with information. Be fully acquainted with the different points of interest within the surrounding area of the hotel and local attractions.
  • Manage any execute guest service requests, work orders, reports and other required tasks across Knowcross and appropriate systems.
  • Be proficient and extremely knowledgeable on all In-Room Dining menus, recommending and upselling dishes / beverage. Receive In-Room Dining order from guests and coordinate order with In-Room Dining team for further service. Options and actively try to upsell to guests when they order IRD.
  • Organize guest wake up calls and coordinate with Night / House Manager or Personal Assistant if the request is out of your team's operation hours to ensure timely service.
  • Be able to take room reservations when the Reservations Department is closed and accurately input into PMS.
  • Handle guest complaints and follow up. Also ensure that all guest complaints are logged into the appropriate system accordingly (KNOWGLITCH).
  • Collect guest feedback from direct call feedback or any online reviews and raise / escalate up to House Manager to follow up with the guest, when receive for further process of discussion to ensure we resolve guest concerns in a timely manner.
  • Anticipate guests' needs by learning their preferences, allergies, dislikes, etc and log guest preferences, requests or complains you receive into the appropriate system.
  • Maintain an awareness of guest profiles e.g. guest preference, guest feedback etc. through the Opera guest profile system / CRM.
  • Be prepared for any emergency situations that may arise including bomb threats. If an emergency situation occurs, remain calm and handle following your area SOP.
  • Provide relay service for hearing-impaired guests.
  • For any guest requests, follow up call to be made back to the guest to verify complete satisfaction.
  • Update directory information as required.
  • Participate in the identification of training needs and in the development of a training plan.
  • Be flexible as the job changes and be able to work flexible hours, including weekends, holidays and evenings if necessary.
  • Remain well-groomed at all times.
  • Keep up-to-date on all hotel policies on safety and hygiene.
  • Perform all duties with discretion, professionalism and a pleasant demeanor.
  • Perform other duties and responsibilities as assigned by supervisor.

Talent Profile

  • General high school education certification / diploma in Hospitality Management.
  • Experiences in a similar position in luxury resort/hotel.
  • Outgoing personality with excellent interpersonal skills
  • Self-motivator and independent.
  • Acute attention to details.
  • Understands and respects local cultural, able to adapt to changing environment.
  • Personable and pleasant to deal with.
  • Discreet, reliable, diplomatic.
  • Positive "can do" attitude and flexible approach.
  • Good verbal command of English.

Capella Bangkok
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