[{{ $ctrl._job.status.name | translate}}] Telephone Operator
The Ritz-Carlton, Shenzhen

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Job description

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Job Summary
 
     Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station. Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed.
 
     Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
 
 
The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requirements

See description

Job type
Full-time
Location
Shenzhen, China
Department
Back Office, Rooms division
Languages
Chinese, English
Starting in
As soon as possible
Contract duration
Indefinite

The Ritz-Carlton, Shenzhen

The Ritz-Carlton, Shenzhen, a 282-room luxury hotel is strategically situated in the heart of the Futian district, just opposite the Convention & Exhibition Center and in proximity of the Shenzhen Civic Center. The hotel is accessible to Shenzhen’s new Metro system, connecting the Hong Kong border and Shenzhen’s major shopping, sightseeing and business districts. It is a 40-minute drive to the Shenzhen International Airport and one hour from Hong Kong International Airport.

Hotel's Awards:
* China Hotel Fashion List Awards-The best excellent service luxury hotel (2012)
* Best Employer Award by Hewitt for The Ritz-Carlton, China Region (2011)
* "Traveler's Choice 2011-Top 25 Hotels in China" by Tripadvisor.com (2011)
* Top Luxury Hotel” by Shenzhen Special Zone Daily (2010)
* “Best of The Best” Award- Top Five Hotels by Robb Report (2009)

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