One Touch Agent

The One Touch Agent serves as the primary communications hub of the resort. This role is responsible for ensuring that all guest inquiries, requests, and complaints are handled with maximum efficiency through a single point of contact, embodying the "Yes I Can!" service philosophy to create memorable moments for every guest.

II. KEY RESPONSIBILITIES

1. Guest Communication & Call Handling

Answer all internal and external calls promptly, courteously, and professionally.

Provide accurate and detailed information about hotel facilities, services, promotions, and local attractions to guests.

Manage wake-up call requests, efficient message taking, and seamless call transfers.

Assist guests in a friendly manner, ensuring clarity and empathy in every interaction.

Maintain a calm and pleasant tone at all times, especially during high call volumes.

2. Request Coordination & Follow-Up

Log all guest requests accurately into the hotel management system (Opera).

Dispatch guest requests to the appropriate departments (Housekeeping, Engineering, F&B) and ensure timely completion.

Follow up on pending tasks and update logs consistently until a resolution is confirmed with the guest.

Coordinate urgent or emergency calls, informing the Duty Manager and relevant departments immediately.

3. Information Management

Stay updated on hotel events, VIP arrivals, functions, and daily resort activities.

Monitor local news, weather forecasts, and city events to support guest inquiries effectively.

Maintain and update guest history, preferences, and internal databases to personalize the guest experience.

Manage filing systems and ensure accurate record-keeping for all communications and reports.

4. Complaint Handling

Listen actively and empathetically to guest concerns raised via telephone.

Provide immediate assistance and escalate complex issues to supervisors when necessary.

Prepare comprehensive complaint summaries and communicate them to the Guest Service Centre Supervisor for follow-up.

5. Operational Support

Ensure all call center equipment and communication systems are functioning correctly and report any defects immediately.

Oversee telephone directory updates, internal extension lists, and information boards.

Attend departmental briefings and training sessions to maintain service excellence.

Strictly follow Radisson Blu standards, safety protocols, and quality assurance procedures.

Assist other Front Office sections when required to ensure smooth operations.

• Be part of an international hotel group (Radisson Hotel Group)
• Receive 100% salary and 50% service fee during the probationary period
• Professional and dynamic working environment
• Competitive benefits and development opportunities.

Education: Diploma or Degree in Hospitality Management or a related field.

Experience: Previous experience in a Front Office or Call Centre role within a 4-5 star hotel environment is preferred.

Technical Skills: * Proficiency in Opera PMS is highly desirable.

Excellent telephone etiquette and communication skills.

Languages: Fluency in English (spoken and written). Ability to speak a second foreign language (e.g., Chinese, Russian) is an advantage.

Competencies: * Ability to multi-task and work under pressure in a fast-paced environment.

Strong problem-solving skills and attention to detail.

A proactive "Yes I Can!" attitude toward guest service.

Send CV via email.