Customer Service - Mandarin Speaker

Key Responsibilities
Guest Communication & Support

• Handle guest inquiries via live chat, phone calls, email, and booking platforms.

• Provide timely assistance before, during, and after guest stays.

• Manage check-in, in-house, and check-out related communications.

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Check-in & Check-out Coordination

• Prepare and manage daily check-in and check-out arrangements.

• Send check-in information (CII), reminders, and follow up on guest arrivals.

• Monitor no-shows and conduct basic night audit tasks when required.

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Booking & System Management

• Review and update bookings in internal systems.

• Ensure booking details, payments, and guest information are accurate and up to date.

• Monitor last-minute bookings and adjust operational plans accordingly.

• Payment & Documentation follow-up

• Track pending payments, and refunds.

• Follow up with guests when necessary and update internal records.

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Operational Coordination

• Coordinate with housekeeping on unit readiness, damages, and reported issues.

• Create and follow up on PT / maintenance tickets.

• Communicate resolutions and charges to guests when applicable.

• Shift Handover & Daily Operations

• Review and update shift handover notes to ensure continuity across shifts.

• Support different shifts (AM / Noon / PM) based on operational needs.

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Quality Improvement

• Identify recurring operational or guest issues.

• Propose improvements to workflows, communication templates, and service processes.

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Ad-hoc Support

• Perform additional operational or customer support tasks as assigned by supervisors.

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Requirements

• Strong communication skills (We are seeking candidates proficient in Chinese to effectively communicate with Mandarin-speaking clients)

• Comfortable working in shifts, including weekends or public holidays.

• Able to multitask and work in a fast-paced, guest-facing environment.

• Basic knowledge of booking platforms and hotel systems is a plus.