Kempinski Hotel Beijing Lufthansa Center

Beijing, China

Telephone Operator – (in English)

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As the first Kempinski hotel in China, Kempinski Hotel Beijing Lufthansa Center blends timeless European style with rich Chinese cultural history to create a true Chinese experience for new-age travelers. Kempinski Hotel Beijing Lufthansa Center houses 480 newly renovated rooms and suites, together with 10 conference rooms and one of the largest pillar-free ballrooms in the city with natural daylight. With over 7 different restaurants and bars, YouYi shopping center, two private gardens, and easy transportation access points to some of Beijing’s most iconic and monumental scenes, Kempinski Hotel Beijing Lufthansa Center is Beijing’s portal into China. 

Telephone Operator

The incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards. 

Key Responsibilities:  

  • Answer all incoming calls; connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards.
  • Write down messages accurately for our guests and deliver messages in a timely manner.
  • Handle guests’ requests for DND (Do Not Disturb) and confidential status. 
  • Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests.
  • Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle.  It may be providing information or assistance to make an outside call or handling a complaint, etc.    
  • In case of emergency, handles all communications for the hotel whilst serving as the communication center.  
  • Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial).  Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests.
  • Monitor TV channels in addition to outlets’ and public area’s music to ensure smooth and proper functioning.
  • In case of emergency, handle all communications for the hotel whilst serving as the communication center.  
  • Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge. 
  • Maintain the neatness of their working area at all time.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired skills and qualifications: 

NATIONALITY: Eligible for a working permit in country of hire

EDUCATION:    Minimum of the equivalent of Middle School Graduate.

EXPERIENCE:  To fill the position, one of the following is required:

  • One year experience in a customer service oriented position.

LANGUAGE: Ability to work and communicate in a multinational environment:

  • Local language – excellent oral and written skills (as applicable)
  • English – excellent oral and written skills
  • Additional language - beneficial

 

COMPETENCIES: Include the skills the candidate must have to fill this position:
  • Listening and oral skills
  • Listen attentively and speak clearly
  • Writing skills

TECHNICAL COMPETENCIES: Computer literacy adapted to the field of training:

  • Basic knowledge of Hotel Business Operations
  • Microsoft Office Applications
  • Opera PMS

INDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:

  • People Oriented
  • Passionate for European luxury
  • Entrepreneurial
  • Straightforward
  • Listening and Oral Skills
  • Written skills
  • Customer service orientation
  • Teamwork / Cooperation
  • Cross Cultural Sensitivity
  • Interpersonal Skills
  • Integrity

OTHER SKILLS: Depending on region and property.

 About Kempinski 

Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please, educated to entertain, and we never compromise on the European elegance of service. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential. Embrace an experience as individual as you are!