Virtual Receptionist (Mandarin) – Five Star Luxury Hotel Project

About the role

We are seeking an experienced Virtual Receptionist to join our exciting five-star luxury hotel project. In this full-time role, you will be responsible for providing exceptional customer service to our guests, with a focus on supporting Mandarin-speaking customers. Working remotely, you will be the first point of contact for our guests, ensuring a seamless and memorable experience from the moment they engage with our hotel.

What you'll be doing

• Manage all incoming calls, emails, and online inquiries from guests, providing friendly and professional assistance
• Respond to guest requests and queries in a timely and efficient manner
• Coordinate with various hotel departments to ensure guest needs are met
• Maintain accurate records of guest interactions and follow up as necessary
• Proactively identify opportunities to enhance the guest experience
• Provide recommendations and information about the hotel's facilities, services, and local attractions
• Contribute to the continuous improvement of our virtual reception processes and procedures

What we're looking for

• A minimum of 2 years experience in a customer-facing role, preferably within the hospitality industry
• Excellent communication and interpersonal skills, with a strong focus on customer service
• Ability to work independently and as part of a team, with a proactive and solutions-oriented approach
• Strong problem-solving and decision-making skills, with the ability to think quickly and remain calm under pressure
• Proficient in using various communication and collaboration tools
• A passion for delivering exceptional guest experiences and a commitment to professional development

What we offer

At TP Malaysia, we are committed to providing a positive and supportive work environment that allows our employees to thrive. In addition to a competitive salary, we offer a range of benefits, including:

• Flexible work arrangements to maintain a healthy work-life balance

• Comprehensive health and wellness programs, including medical and dental coverage

• Opportunities for career development and professional growth

• A collaborative and inclusive company culture that values teamwork and innovation