Customer Service Supervisor - Overnight
HSH Management Services Limited
Central, Hong Kong

About The Hongkong and Shanghai Hotels, Limited

The Hongkong and Shanghai Hotels, Limited (HSH) is a luxury hospitality and real estate group incorporated in 1866 and listed on the Hong Kong Stock Exchange (00045).

It owns and operates some of the world’s finest hotel properties under The Peninsula brand. The company has ten operational Peninsula hotels in exceptional city centre locations in Asia, US and Europe, with a further three under development in London, Istanbul and Yangon.

The company owns a total portfolio of HK$45 billion in assets (US$5.8 billion), comprising a small number of ultra-luxury hotels, strategic real estate assets and tourism assets, including The Peak Tram †one of Hong Kong’s most popular tourist attractions.

HSH businesses are grouped under three divisions : hotels, commercial properties and clubs and services.

Job Accountabilities :

Build a rapport with colleagues and maintain a positive team spirit

Prioritise and distribute job tasks effectively through the team

Diagnose guest related issues and develop effective action plans

Ensure accurate guest history and apply history to current reservations

Demonstrate and maintain up to date knowledge of all Peninsula Hotels’ facilities, rates & promotion

Process reservation bookings via incoming calls, emails and wholesalers etc. in accordance to the policy & procedure

Collaborate with internal departments to ensure important requests from guests are well communicated (e.g. handling transportation bookings, restaurants and spa bookings)

General Requirements :

At least 5 years’ experience in Reservation, Front Office or Call Centre experience

Solid experience as a shift-in-charge

Experience in using Opera (PMS)

Clear communication skills and Telephone Etiquette

Fluent in English, Mandarin is an advantage

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